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Calls Resolved on First Call

Definition

What are Calls Resolved on the First Call?

Calls resolved on the first call are an essential metric call center and part of customer relationship management (CRM). The concept of calls resolved on the first call is the ability of a call center agent to address the client’s issues and queries for the first time they call, without any follow-up.

If the agent resolves the call or email of a client for the first time they call, this ensures that they will call or email again about the same thing. If an agent can answer client issues in a quick and friendly manner, it can transform a potential detractor into a potential promoter for your company.

Importance of calls resolved on the first call

Calls resolved on the first call not only help measure clients’ satisfaction. The higher your first call resolution rate, the more pleased your clients seem to be. This can also result in more customer engagement. It also tests the productivity of the employees and eventually acts as a significant factor in the effectiveness of the call center.

It serves as a key predictor of running cost-effectiveness and offers insight into ways to enhance customer experience and complaint handling opportunities. Calls resolved on the first call metric can be regarded as a neutral scorecard metric. This is because it compares quality and expense and is the primary predictor of client satisfaction, client referral, and retention.

 

What are Calls Resolved on the First Call
What are Calls Resolved on the First Call?
Outsourcing FAQ

What is DNIS: Dialed Number Identification Service?

What is a Dialed Number Identification Service?

Dialed Number Identification Service (DNIS) is a service provided by telephone operators to their business clients. It allows the companies to identify what number has been dialed on each incoming call. 

It operates by sending the dual-tone multi-frequency digits that the caller has called to the destination. This particular process decodes the signals and then makes them usable for the transmitting end devices. After that, the dialed number Recognition Service (DNIS) details were sent to an integrated voice response (IVR) program for another use, such as call routing.

Importance of dialed number identification service

Dialed number identification service is essential for firms with different numbers for diverse fields of support and operation. DNIS helps the organization route a call to the proper venue, play the right message or offer assistance in the correct language.

DNIS is particularly useful for call centers where PBX frequently accepts calls dialed to various 800 or 900 numbers on the same port. The DNIS data would include a dialed number, allowing the PBX to trace the call. Integrating request handling and call routing of related data greatly increases the probability of first call settlement and consequent service quality.

 

What is First-Contact Resolution?

What is First-Contact Resolution?

The first-contact resolution (FCR) is a metric that demonstrates how well your call center addresses the issues, queries, and needs of your clients during the first encounter via every communication medium. The secret to the first call resolution is that no follow-up (or escalating) is needed.

The first-contact resolution is widely used as a metric with Average Handling Time (AHT) to assess the efficiency of call center workers. FCR is also a preferred metric due to the statistical correlation between follow-up calls and consumer frustration rates.

Importance of the first-contact resolution

First-call resolution is one of the most significant elements of call center performance and customer loyalty. FCR not only measures the service quality to the customers. The higher your first call response rate, the higher customer satisfaction you'll get. It will also test the productivity of the employees and eventually acts as a significant factor in the effectiveness of the call center.

First-contact resolution best practices

A high FCR not only means that the staff offers outstanding support, but it also implies that your clients get the responses they need easily, increasing their overall satisfaction. Further, here are some of the best practices of the first-contact resolution:

Build an informational knowledge base. Require minimum effort from the consumer. Get the problem straight. Anticipate the needs of the consumer. Empower your consumers right now. Answer all their concerns. Lastly, provide professional instruction to the staff.

Introducing these first-call resolution best practices of the call center will help to minimize repeat calls and improve customer satisfaction by addressing problems and complaints.

 

What is an Agent?

What is an agent?

In the outsourcing industry, the definition of agents is a team of individuals who are tasked to provide customer services via different communication channels available in order to continuously provide a positive customer experience. Agents are deployed to do inbound and outbound functions; both are essential in keeping the relationship between the business and its customers healthy and productive. Processes may involve customer service support, back-office job support, advisory services, email management, virtual assistance services, website maintenance, marketing and promotional services, and the likes.

Agents are trained to render customer support that revolves around the company’s product or service. Ranging from office support to advisory services, agents are expected to provide the best possible alternative course of action for every problem and increase customer satisfaction by attending to their concerns being raised via different communication channels.

Outsourcing agents

An agent of a BPO company earns an average of USD 4,000 per year in the Philippines, which is roughly USD 345 per month. Aside from that, agents can receive more through overtime pays and holiday pays. Labor laws in the Philippines require higher pay rates during these situations. In some cases, agents can work even with just a high school diploma, but applicants with college degrees have an advantage.

 

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Top BPO companies in the world's top outsourcing hubs

A wide range of BPO companies in different parts of the world provide utmost services to their Western and local clients. Many of them have even earned awards and recognitions by award-giving bodies due to their performance on both the roles they take and on their way of taking care of the employees.

Check out the top BPO companies in several outsourcing destinations below:

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.