In high performing customer-focused organizations, we typically see three key individuals working in alignment on First Call Resolution (FCR) and One Contact Resolution (OCR). At the top of the house, reporting to the C-Suite, is the Customer Experience Officer; leading the contact center is the FCR Leader; and at the project management level within the contact center is the FCR Champion.
When all three of these people are in place and united by the accountability to FCR and OCR, customers are much more likely to have a world class customer experience.
SQM is looking for your nominations for the people in your organization that do a great job, in any or all, of these critical roles.
Customer Experience Officer
The Customer Experience Officer (CXO) is the person in the organization who oversees the execution of all the customer channels for the business and is accountable for One Contact Resolution – defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel prior to, or after, using the contact center.
This metric is a fundamental measure of success for the role of the Customer Experience Officer. Their goal should be to increase performance of corporate OCR which drives the maximum performance of all channels.
The Customer Experience Officer:
- Institutes the measurement of OCR and FCR for every customer channel the organization operates
- Implements the necessary people, process and technology practices to help achieve the OCR and FCR goals for each channel
- Ensures that the necessary technology is in place to deliver a seamless experience when a customer has to use more than one channel to resolve their inquiry
- Ensures that the interests of the customer are represented in all strategic enterprise decisions
Do you know someone that fits this description? This is your chance to give them the recognition they deserve. Nominate for the Customer Experience Officer Awards for 2015.
The FCR Leader
The FCR Leader is the person in your contact center that does an outstanding job in leading the contact center’s focus on First Call Resolution. The FCR Leader is the one who creates a culture of FCR obsession in the contact center.
An FCR Leader:
- Implements the necessary people, process and technology practices to help achieve the FCR goals that have been set
- Constantly reassesses resources to ensure they are in the right place at the right time
- Ensures all employees are passionate about resolving calls and doing what it takes to resolve calls, preferably on the first call
- Ensures all contact center employees are accountable to FCR and call resolution metrics
- Elects an FCR Champion that is the day-to-day owner of FCR
- Ensures CSR call resolution drives the recognition program
- Ensures CSR call resolution is the focus of the training and coaching programs
- Reports FCR to the Customer Experience Officer
Do you know someone that fits this description? This is your chance to give them the recognition they deserve. Nominate for the FCR Leadership Awards for 2015
The FCR Champion
The FCR Champion is the person in your contact center that does an outstanding job championing the FCR efforts for the contact center. They are the right hand person for the FCR Leader.
The FCR Champion:
- Is the day to day dedicated resource for FCR and is seen as extremely knowledgeable about FCR
- Works with supervisors, QA and CSRs to ensure that FCR is the priority for the contact center
- Analyzes FCR data to drive greater levels of focus on FCR
- Works tirelessly to support the FCR Leader to create a culture of FCR obsession
- Works with the process improvement teams to ensure that customer survey data is central to the efforts of the group. The FCR Champion can also lead the process improvement efforts
Do you know someone that fits this description? This is your chance to give them the recognition they deserve. Nominate for the FCR Champion Awards for 2015
SQM’s awards are a unique opportunity to recognize the people in your organization that deliver in these vital roles and are admired for the work they do. We encourage you to enter your nominations. Hurry, deadline is March 18th.