24 hours? 7 days? 30 days? Does anyone have data on this?
Hi Molly Sollie. I am going to move this discussion into the Product User Forums so that it gets more customer and CallMiner team member eyeballs . Someone should get back to you shortly.
Have a great weekend!
What a great question Molly!
I found a lot of references to using a defined “contact window” for monitoring FCR, but it appears that the “window” is often defined by the industry. Depending on the industry and the types of contacts a company takes, the window may vary. In references to tech support, I found many use a 24-hour window.
A website in the UK sites that “It is dangerous to attach a generic 30-day, 45-day or one-week time line to whether or not a call has been resolved” and “Repeats have different durations; some happen in 5 minutes, some in 60 days, but repeat contact reasons often have their own associated time line or lifespan”.
Perhaps looking at the reasons for callbacks is the first step to determining your window. Certainly, an important topic as one study stated: “66% of contact center costs today are due to callbacks.” I’m interested in what others have to say.
Thanks for posting this.
This is a great question, something that seems to paralyze organizations and keeps them from using this as a measurement. Referring to the quote above, FCR has its own life, and is not concrete in nature as it is based on many different things that can go wrong from a process/company perspective as well as being perception based, and therefore subject to behavioral/call handling practices. Best practices looks at FCR from an organizational view, and resolution from an agent view, and by topic/issue view etc. which requires that time frames be less of a focus due to the variability of the failures.
Essentially once you get into the details of FCR root cause analysis, you start to determine both agent behavioral components that led to customers requiring callback (there are specific behaviors and call processes that will lead to customers feeling uncomfortable with the answer requiring a call back which can be coached, as well as next call avoidance types of behaviors), as well as business/process issues that can be modified (or a combination of the two--altering how long one is telling customers something will ship out because it takes longer than what you are currently telling etc.). These all have different time spans associated with them.
Ultimately you would build a spreadsheet of these various components and look to reduce resolution failures in detail, have % by call type/agent behaviour etc. be the items that are specifically reduced, therefore reducing the overall rolling FCR score for the organization as a whole. I.E. this agent improved on resolution failures x%, the % of callbacks related to this business process etc.
Let me know if you have any other questions.
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