First-Contact Resolution

Definition

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 First-Contact Resolution
What is First-Contact Resolution?

Outsourcing FAQ

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 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.

What is a Call Center?

What is a call center?

A Call center may refer to a physical center where an outsourcing company conducts various customer contact services that act as a front liner to customers. Call centers comprise of a team of agents who are trained for the product or service being offered. A call center may also refer to a type of BPO setup where a client gets a remote team to handle its customer service hotlines and attend the client’s customers in its behalf.

In call centers, agents often does inbound or outbound call handling. The former talks about customer service, order processing or technical support. The latter focuses more on telemarketing, promotions or selling. In this setup, it is the call center agent who initiates the call to potential customers.

Call center outsourcing

A call center employs agents who act as representatives of their client’s behalf to deal with questions, concerns, and complaints of the customers. Aside from that, call centers can also function as sales hotlines and telemarketing teams. Outsource Accelerator provides you the best call center outsourcing companies in the Philippines, where you can save up-to 70% on staffing cost.

Interactive voice response meaning

Interactive voice response meaning

Interactive Voice Response (IVR) is a programmed telephone technology set to interact with callers. It has automated features that can reroute callers to the exact recipients. It is also capable of receiving touch-based or touch-tone keypad selection as well as voice command that enables the speaker to voice out any commands that can prompt the Interactive Voice Response or (IVR) to respond such as callback, fax tone, voice mail, and any other methods of contacting. Interactive Voice Response (IVR) is integrated with a database that allows callers to have access with the system and is efficient for the callers to choose menus without bothering an actual receptionist.

IVR call center

Having an Interactive Voice Response (IVR) in an organization can make things easier. One thing to consider is the time-efficiency, wherein an organization can save up a lot of time without rerouting callers to any inappropriate recipients. Few selections are available for the caller to choose from, that will also avoid confusions in both parties – it results in a faster transaction. A time-efficient system that can help an organization productive and effective.

Harnessing the power of technology gives businesses more leverage in its industry. Getting the most advantages of having an Interactive Voice Response (IVR) is part of proven solutions for your business. Gaining access to modern A-grade facilities can be utilized for the betterment of your business’ ongoing and future ventures.

Outsource Accelerator specializes in helping small & medium sized enterprizes (SMEs), with 2-500 employees, typically based in the high-cost English-speaking world. We are the experts in transforming these businesses with outsourcing.

What is Help Desk Support?

What is help desk support?

Help desk support is incorporated with Information Technology (IT). It is technical support provided for customers who have issues and problems such as hardware and software related. Organizations who have their help desk support usually tracks the technical issues until further resolutions have been provided. Help desk support typically uses a software to deliver fast assistance, such as email support, chat support, and inbound calling.

One popular type of help desk support is in the form of a call center company. A call center has many call center agents or whom we usually refer to as call as customer service representatives. These call center agents ensure straightforward resolutions in any form of issues such as technical issues, shipment-tracking, placing an order, and such. These are considered as a help desk support.

Outsourcing help desk

It is a must to provide exceptional help desk support coupled with excellent communication skills. A good command for the English language is a great advantage for a help desk support agent. The team should also be fully equipped with the product knowledge, and who are prompt to answer customer’s inquiries. An outsourced help desk support team have a hands-on team management system that ensures quality assurance and both non-voice and voice help desk support.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 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 outsourcing help desk support.

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