Balanced Service Process for Contact Center FCR and CSAT
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Solution Overview
Problem
Current customer relationship management (CRM) systems fail to accurately measure and maximize first call or contact resolution (FCR) and customer satisfaction (CSAT) due to insufficient tools and lack of a detailed process, leading to confusing processes, decreased staff morale, and customer loss.
Innovation Solution
A balanced service process that generates real-time, intraday, and historical FCR and CSAT statistics, provides dynamic reporting of issues, and implements a closed-loop channel to define, report, and correct trends impeding FCR and CSAT, using per-call data aligned with customer perception and opinion.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If customer surveys are used to measure customer experience, then customer satisfaction can be measured, but only about 3 out of 100 survey solicitations are useful due to low response rates
Solution Approach 1:
The patent introduces customer experience representatives as intermediaries who actively engage with customers to obtain feedback. These representatives bridge the gap between the company and customers, ensuring that customer voices are captured effectively. The representatives are trained to identify and extract meaningful customer feedback from various interactions, transforming scattered data points into actionable insights.
Solution Approach 2:
The patent replaces the passive mechanical survey system with an active human-based feedback collection mechanism. Instead of relying on automated surveys that customers must initiate, the system employs trained representatives who proactively reach out to customers, conduct interviews, and gather detailed feedback about their experiences.
2Reliability
If FCR is pursued to improve customer satisfaction, then customer retention increases, but current systems lack detailed processes and tools to accurately measure and manage FCR
Solution Approach 1:
The patent segments the FCR measurement process into multiple components: individual customer experience tracking, aggregate trend analysis, root cause identification, and actionable feedback loops. This segmentation allows the system to handle complexity by breaking down the measurement function into manageable, focused areas that can be addressed systematically.
Solution Approach 2:
The patent implements comprehensive feedback mechanisms that close the loop between customer interactions and process improvements. Customer feedback is collected, analyzed, and used to adjust service processes in real-time. This feedback-driven approach ensures that FCR efforts are continuously optimized based on actual customer experiences rather than assumptions.
3Ease of operation
If comprehensive customer engagement systems are implemented, then customer interactions become consistent and effective, but system complexity and implementation cost increase
Solution Approach 1:
The patent creates a multi-functional customer experience platform that handles diverse interaction types through unified processes. The system can manage phone calls, emails, chats, and in-person interactions using the same core principles and tools. This universality reduces overall system complexity by consolidating multiple specialized systems into one integrated framework.
Solution Approach 2:
The patent adapts the customer experience approach to fit different interaction parameters and contexts. Rather than applying a rigid one-size-fits-all system, the methodology adjusts its parameters based on the specific interaction type, customer segment, and business objectives. This flexibility allows consistent customer experience without requiring complex customization for each scenario.
Data Source
AI summary
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers by incorporating machine learning in said BSP