What does 1% really matter? Chances are unless we’re talking about milk or “The 1%” you might think 1% doesn’t matter much. However, in the case of customer experience, first call resolution (FCR), and talent acquisition, 1% is all it takes to a gigantic impact on your organization.
Defining the 1%
So, what exactly are we talking about when we talk about the 1% here? In the context of this article, the “1%” refers to a 1% increase in call center performance - specifically, FCR - and the benefits that having just a 1% increase can have.
And what is the benefit of 1% FCR improvement, you might be wondering? Well, according to SQM Group, a 1% increase in your FCR equates to about $276,000 in operational savings every year.
Suddenly, 1% just got a whole lot bigger.
Let’s think about what goes into something like that. A 1% increase is more than just trying 1% harder, it’s a whole lot of efforts coming from a number of areas. We already know how important customer service is to the health of your organization, and the contact center has a set of expectations put in place by the customer. Before they even pick up the phone, open a new message, or connect to a live chat, a customer already knows what they want from their contact center experience - they want their situation resolved with as little wait time as possible and as painless as possible. Doing so doesn’t just ensure you have a happy customer, it ensures a loyal one too.
More Than Meets the Eye
Just delivering on these positive experiences can help push the customer experience forward, but to really get to where you want to go - to attain that 1% - you need something more. The customer experience is more than just a set of checks and balances put in place, and FCR doesn’t come out of thin air. The thing that ties these two components together are you contact center agents, and if you really want that 1% then you’ll need to hire for it.
The contact center agent - your contact center agent - is the key to attaining that 1%. Without quality contact center agents in place your FCR will suffer, and so will your customers, resulting in the exact opposite of what you’re hoping for. Getting the 1% increase is only as effective as your agents, and your agents are only as effective as your talent acquisition process.
This means it all starts before your agent even becomes your agent. Having a hiring process in place that properly vets your candidates to identify who can meet the criteria necessary to deliver on these 1% goals is the solution.
Sound like a process? It is. You’ll need to know where your employees are most successful, what personality traits define success in FCR, and how you can effectively target them during the hiring process with interviews, skill assessments, job simulations, and more. But for all this effort, 1% speaks for itself - and then imagine if you continue improving to 2%? 5%? 10%? These investments speak for themselves in the long term.
Looking for more ways to build a better customer experience? Download our infographic below!
Topics: Contact Center Hiring