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2014 Customer Service Benchmarking Data Review Conference. First Contact Resolution/ Customer Experience. May 13-16, 2014 Nashville, TN. Agenda. Guidelines Review – what ’ s relevant for FCR Key Measures Anomalies, Issues, Outliers and Corrections Next Steps.

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First contact resolution customer experience

2014 Customer Service Benchmarking

Data Review Conference

First Contact Resolution/ Customer Experience

May 13-16, 2014

Nashville, TN


  • Guidelines Review – what’s relevant for FCR

  • Key Measures

  • Anomalies, Issues, Outliers and Corrections

  • Next Steps

Customer service benchmark study organization
Customer Service Benchmark Study Organization

  • Field Service

    • Change of Account

    • Billing Field Orders (meter investigations)

    • Credit Field Orders

    • Order Management

  • Revenue Management

  • Credit Office and Outbound calls

  • Credit Field and Inbound Contact Policies

  • Revenue Protection: Office and Field

  • Customer Contact

    • Contact Center

    • Local Office

    • Self Service

    • Contractors

    • Credit Inbound calls

  • Back Office

  • Billing

  • Billing Field Policies

  • Payment Processing

  • Meter Reading

    • Manual

    • Mobile AMR

    • Fixed Network AMI

CS Support and CS IT

  • Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes

Employees: Safety, Staffing

Customer: Customer Satisfaction, First Contact Resolution, Customer Experience

  • Areas excluded:

    • Energy Audit/Energy Efficiency Group

    • Meter Change-out

    • Account Executives

Guidelines review

Guidelines Review

First Contact Resolution

Definition for fcr as presented by 1qc based on research and practices reviewed
Definition for FCR, As Presented by 1QC Based on Research and Practices Reviewed

  • “First-Contact Resolution (FCR) is the percentage of initial contacts that do not require any further contact to address thecustomerreason for calling/contacting. The customer does not need to contact the company again to seek resolution, nor doesanyone within the organization need to follow-up. Ideally, first-contact resolution should be defined from the customer perspective.”

    (composite from multiple research sources)


Subject areas in the fcr section
Subject Areas in the FCR Section and Practices Reviewed

  • The FCR section is relatively brief, although asking about a very important area of Customer Service. Key questions cover the following:

    • FCR Self Assessment

    • FCR Value (actual % value calculated by your company)

    • FCR Definition, Frequency and Channels Measured

    • FCR Scope, Measurement and Functions Participating

    • Customer Experience

Understanding FCR helps 1QC in its analysis of contact volume, quality and the related cost to serve your customers

First contact resolution 2 nd draft scan section fr
First Contact Resolution 2 and Practices Reviewednd Draft Scan(Section FR)

  • 7 companies are yet to enter any data

  • Companies with more thorough responses are 21, 27, 29, 32 and 33

  • Some companies show that they have programs, but do not provide definition, what is measured, or scope--please review and provide

Please provide your fcr score
Please Provide your FCR Score and Practices Reviewed

Status and Practices Reviewed

  • Minutes from this meeting will be available by May 23.

  • Next Deadline is June 2. This draft will be your last chance to see how your data compares before the final report, so you need to have all of your data input and correct at this time. The final deadline is for ensuring all of your data is correct.

  • Your data coach will help you finalize your data.

Based upon “completion reports” run on May 9.

Further breakout first contact resolution
Further Breakout… First Contact Resolution and Practices Reviewed

Based upon “completion reports” run on May 7.

Thank you for your input and participation
Thank you for your Input and Participation! and Practices Reviewed

Your Presenters

Ken BuckstaffKen.Buckstaff@1QConsulting.com310-922-0783



Rob EarleRob.Earle@1QConsulting.com315-944-7610

Debi McLain Debi.McLain@1QConsulting.com760-272-7277

About 1QC

First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs.

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