Welcome to our First Call Resolution Self-Assessment Survey from Contact Centre Research.

This benchmark is aimed to provoke your thinking in first contact resolution and how you might improve your measurement and reduction of repeat contacts.

These results will be released September 2009. This survey is totally confidential as all good research should be and has no third party vendor involvement.

1. Please complete the following contact details. Please note we only accept corporate emails and not hotmail, gmail or similar. This survey is only suitable for personnel working within contact centres and not consultants, vendors or other third party organisations.

First Name Required Question

Last Name

Job Title

Company Name Required Question

City-where Contact Centre is located Required Question

Email Address Required Question

Phone Number Required Question

2. Please select the most appropriate size in terms of employees for your contact centre organisation? Required Question

3. How high a priority does FCR improvement have within your organisation at this time?
Please select a single response
Required Question

4. How confident are you in the following facets of your own organisation's FCR journey?

	Totally Confident	Confident	Unconfident	Totally Unconfident
Measuring FCR rates accurately
Measuring FCR rates quickly
Capturing repeat reasons for repeat contacts
Capturing repeat reasons quickly enough
Linking agent-caused repeats to individual agents
Coaching on FCR at agent level
Coaching out FCR problems quickly enough
Your FCR technology capabilities

5. Based on your own internal method of FCR measurement at this time, what do you believe your own current FCR rate to be?

Please express as a percentage. If you do not know please enter 0
Required Question

6. How confident are you in your FCR figure at this time in terms of the following?

	Zero confidence	Minimal confidence	Reasonable confidence	Totally confident
Statistical validity
Scope or coverage
Consistency

7. To what extent do the following items represent a challenge to your own organisation's FCR improvement at this time?

	Big Challenge	Challenge	Minor Challenge
Sourcing a reliable measurement or metric
Calculating a reliable FCR rate
Stuck with small IVR or telephone samples
Lack of capable technology solutions
Call recording equipment doesn't help enough with FCR
Lack of understanding how to improve FCR
Staff's integrity when logging FCR repeats

8. What other challenges is your organisation facing in improving FCR at this time?

9. Our previous research suggests that the industry is seeking five "Holy Grails" in improving FCR. How close is your organisation to achieving them?

	Achieving it now	Very close	Still a way off	A long way off	Not even started yet
A real time metric covering ALL calls
Capture & coding of ALL repeat reasons in Real Time
Ability to link the repeat call reason to the INDIVIDUAL agent responsible
Able to confidently demonstrate the sequence of the repeat call to the individual agent responsible
Able to manage tactical coaching of repeat call avoidance in a busy contact centre environment
Ability to link the repeat call reason to the INDIVIDUAL agent responsible in real time
Ability to link the repeat call reason to the INDIVIDUAL agent responsible for all calls

10. Which of the following methods best describes your own method of improving FCR at this time? Please tick those you currently use specifically for FCR rather than traditional customer satisfaction.

11. Which of the methods you have picked is your MOST effective FCR improvement tool at this time? Select one answer only.

12. Looking at the way you may use FCR information to improve the performance of your agents please indicate how capable you currently are in each of the following areas. We can....

	Can do this	Cannot do this	Don't Know
We can match a repeat call to the agent causing it on a sample of calls
We can match a repeat call to the agent causing it on all calls
We can confidently & consistently show the agent how they caused repeat calls each day
We can rank agents in league tables on their personal FCR performance each and every day
Our supervisors have the tools to coach effectively on a 1-2-1 basis on FCR

13. What three things would you like to do to improve your FCR performance?

1st
2nd
3rd

	Caller Line Identity - we are spotting repeat call by spotting customer telephone numbers that are seen to be calling back in a given time frame
	Call Tagging - we have instructed our agents to record on their system when they know a caller is calling back and the reason for this call back.
	Algorithmic Method - we are using algorithmic performance management to measure FCR, identify all repeat calls, then sending the repeat reasons to supervisors for agent coaching in real time.
	Call Recording - we are identifying some repeat calls from call recording listening and passing the reasons back to the contact centre.
	QM Analytics - we are using a QM analytics package on top of call recording to identify through voice analysis specific statements and possibly stress in caller's voices then listening to samples of these to identify repeats.
	IVR Surveys - we are using an IVR survey to identify caller dissatisfaction, we then code the reasons and send them to the contact centre for improvement.
	Post Call Telephone Surveys - we use an external agency/ or a dedicated internal team to track customer satisfaction and we are given reports on causes of dissatisfaction which go back into the contact centre for improvement.
	Web Surveys - we use a web-based survey to identify causes of dissatisfaction and repeat calls coming into the contact centre.
	Email Surveys - we use a post call email based survey to identify causes of dissatisfaction and repeat calls coming into the contact centre.
	Other please detail

First Call Resolution Self Assessment