Enhance Your First Call Resolution in Utility Industry

Our Client

We paved the way to enhance the First Call Resolution (FCR) for our client, ranked 99^th in the Fortune 500 companies, dealing with about 10 million consumers. FCR is a metric that influences productivity, customer satisfaction, and operational cost.

The Learning

▸ Understanding FCR and its importance;
▸ Tailored approaches and technologies to enhance FCR;
▸ Findings and solutions based on controllable and uncontrollable factors.
▸ High FCR rates benefits.

The Challenge

The utility provider wanted to find out the root causes of non-FCR calls and to resolve the issues in the first call itself. Moreover, the client requires effective strategies to improve their customer services and productivity.

Our Analysis

We discovered:
▸ 74.1% of the calls were customer controlled.
▸ 20.7% were equipment failures.
▸ 3.9% were restricted by policies.
▸ 8.1% were agent failures.

*309 Automatic Number Identifications (ANIs) out of 800 total calls*

The Solution

We suggested:
▸ Agent training to strengthen their knowledge and skills.
▸ Technological advancements to resolve the technical issues.
▸ Policy amendments to handle non-FCR calls effectively.

The Results

The client was able to:

▸Save about $200K annually;
▸Enhance customer experience and agent’s confidence;
▸ Improve 30% FCR yearly.

Download this case study and learn to improve your First Call Resolution rates and enhance your customer services.