CHART 3
IMMEDIATE IMPROVEMENT IN ACR FROM SHOWING AGENTS THEIR PERFORMANCE
FIRST CONTACT RESOLUTION
We saw improvements in ACR at all implementations from 5 % to 16 % with the resulting financial and CSAT benefits .
BY INCORPORATING ACR , NOT ONLY WILL YOU GET FEWER CALLS , NOT ONLY WILL YOU IMPROVE CSAT , BUT YOUR FCR WILL LIKELY IMPROVE ...
YOU DON ’ T NEED TILES ( EVEN THOUGH THEY ARE VERY HELPFUL )
To implement performance improvement , like we did at Sharpen , you don ’ t need a system , although I do recommend having one .
Scoring ACR is a simple SQL query on your ACD or CCaaS database , and other means can be used to remind agents of their performance instead of coding tiles . Maybe a bulletin board , or a daily email with everyone ’ s performance ? Simply regularly letting agents and their supervisors know how they are doing will suffice .
Here is my expectation . By incorporating ACR , not only will you get fewer calls , not only will you improve CSAT , but your FCR will likely improve , your agents will get smarter , and very possibly , I will not have to call you back over and over to help fix my mom ’ s password .
That meant a 6 % reduction in callbacks : and 6 % fewer calls . Handle times and transfers also improved .
What does that translate to ? A 6 % ACR improvement translates to real cost savings and a real ( 15 %) CSAT improvement .
AGENTS WANT TO DO WELL
My cheerful takeaway from this exercise is that agents are yearning to know what a good job means at their company . When shown , they will happily do their best to impress their bosses . Everyone wants to do a good job . to focus on . This was a win-win-win-win .
Later , we rolled this out to a large number of companies and measured the performance before and after the tiles . The results were universally great .
Ric Kosiba is an engineer who tripped into the call center industry about 25 years ago . He started Bay Bridge Decision Technologies and probably has seen more contact center strategic plans than anyone on earth . He is working on a new project involving contact center strategic planning called Real Numbers .
CHART 4
IMPROVEMENT IN ACR AND CSAT ASSOCIATED WITH SHOWING AGENTS THEIR PERFORMANCE
Doing a good job on ACR has three fantastic results :
First , fewer calls . Second , improved CSAT scores .
Third , financial benefits from cost savings and possibly from increased customer loyalty and brand advocacy , translating into higher sales and revenues .
Agents , when polled after , liked having Performance Tiles in front of them . It was an indicator and reminder of their performance and goals . Management liked the improvement but also liked having metrics
CHARTS AND FIGURE PROVIDED BY RIC KOSIBA , REALNUMBERS .
FEBRUARY 2025 39