Next Contact Resolution

Transcription

1 Commit With Conviction Execute With Pride Exceed Expectations Next Contact Resolution Provide Engaging Customer Experience with an NCR Strategy August 18, 2015 A strategic services company building uncommon value based on mutual trust

2 Agenda What is Next Contact Resolution (NCR) Developing an NCR Strategy Essential Components of an NCR Strategy

3 Next Contact Resolution: Overview FCR First Contact Resolution is properly addressing a customer's need during the initial interaction, eliminating the need for additional contacts NCR Next Contact Resolution extends FCR by anticipating and addressing future needs

4 Why NCR Is Important Improves FCR Increases Customer Satisfaction/Loyalty Reduces Operational Costs Enhances the Agent Experience

5 NCR Improves FCR Enacting an NCR Strategy will improve FCR rates Increases FCR Reducing Future Contacts

6 NCR Improves Customer Satisfaction Studies show that multiple contacts for the same issue is a leading obstacle to good customer service Reducing Future Contacts Raises Customer Satisfaction

7 NCR Reduces Costs Decreased interaction volumes (Contact Avoidance) reduces operational costs Reducing Future Contacts Reduces Costs

8 NCR Improves Agent Satisfaction Agents want to be empowered to be true customer advocates Reducing Future Contacts Raises Agent Satisfaction

9 Example: Health Care Payer Member calls to change her Primary Care Physician Agent Is there anything else I can help you with? A new card will be automatically be mailed to you as soon as you choose your new Primary Care Physician. Member Thanks. I know how to find a doctor on the website now. Well, yes. How do I get a new Insurance Card? Oh, okay. If the call ended here and the member surveyed immediately, would this be an instance of FCR?

10 Example: Health Care Payer Member calls to change her Primary Care Physician Agent Great. As soon as you choose your new Primary Care Physician, a new Insurance card will be mailed to you. It takes about five business days to arrive. If you need your card sooner than that, you can always print one from the website or just use our mobile app. Would you like me to show you how to do that? Is there anything else I can help you with? Member Thanks. I know how to find a doctor on the website now. I can do that? Yes, please show me how. If the call ended here and the member surveyed immediately, would this be an instance of FCR? No.

11 Developing an NCR Strategy Identify NCR Opportunities Baseline Craft an Approach Training Measure Iteration

12 Identifying NCR Opportunities Roundtables Agent / Supervisor Quality Management Customer Focus Groups

13 Identifying NCR Opportunities Bottom-Up Approaches Predictive Intelligence Customer Journey Mapping

14 Baseline Identify Metrics FCR C-Sat Interaction Volumes Baseline Forms the Basis for NCR Benefits

15 Crafting an Approach Rank Opportunities Frequency of Occurrence Effort of Customer Effort of Agent Susceptibility to Automation

16 Crafting an Approach Craft an Algorithm e.g., If a customer meets criteria A, B, and C then ask about D Ensure that Agents have the information needed to spot the pattern Confirm Approach with Stakeholders

17 Crafting an Approach Incorporate NCR into Quality Management Get QM On Board Educate on Approach Modify Scorecards

18 Training Agent s Case for NCR New Tools Coordinate Communication to CSRs and QM

19 Measure Compare Key Metrics to Baseline Ideally Control for NCR Attempts Δ = NCR Efficacy Optimize/Iterate Calculate Benefits

20 Iteration Revisit/Refine Add New Algorithms Communicate Successes

21 Essential Components Commitment Solid Reporting Cross-Channel Integration Unified Desktop Quality Management Training

22 Questions?

23 Sources Ahuja, Neha How to Avoid Callbacks, CEB Blogs, April 4, Altivon Reducing Customer Effort through Next Issue Avoidance. Buchanan, Barbara Next Call Avoidance is a Journey, Customer Experience Report, June 23, Call Center Helper 2014, What Is the Best Way to Measure First Contact Resolution?, Call Center Helper July 16, 2014 Call Center Helper, A Strategy For Improving First Contact Resolution, rd_farrell_23rdoct.pdf DeLisi, Rick Beware: First Contact Resolution is a Dangerous Trap, ICMI, April 7, Dixon, Matt, Karen Freeman, and Nicholas Toman Stop Trying to Delight Your Customers, Harvard Business Review, July-August Dixon, Matt Effortless Experience with Next Issue Avoidance, Dreamforce Finch, John Next Call Avoidance - New Predictive Analytics Makes It a New Reality, Call Center Times May 31, Hinshaw, Michael Customer Journey Mapping: 10 Tips For Beginners, CMO, October 30, The SQM Group, Top 5 Reasons to Improve your FCR Performance, Tincher, Jim Customer Journey Map -The Top 10 Requirements, Heart of the Customer, March 5, 2013.