What Differentiates First Call Resolution From One Call Resolution?
When it comes to medical call center services, first-call and one-call resolution are important in ensuring excellent patient satisfaction. Although these two may sound similar and involve the agent’s efforts to resolve issues, they differ significantly.
What Is a First-Call Resolution?
First-call resolution (FCR) is the ability of the call center agent to resolve the patient’s issue without having to do the follow-ups. For instance, if a patient calls the center agent with questions regarding the offered services, the agent should be able to answer without having to call back to give more details. This first-call resolution can enhance patient satisfaction rather than create the need to contact other facilities.
What Is a One-Call Resolution?
One-call resolution (OCR) is based on patients resolving their inquiries on the first contact using only one touchpoint. OCR is not having to use another touchpoint before, during, or after calling the call center.
With the OCR, there is higher satisfaction with the touchpoint experience because only one contact is needed to resolve the problem. The OCR is more effective in patient retention (they can stick to one facility to get all the services) because of its fast resolution and cost savings.
Difference Between FCR and OCR
FCR involves patients resolving their inquiries with the call center touchpoints on the first call. In other words, in FCR, you don’t have to figure out whether other touchpoints were used, provided the problem was resolved.
On the other hand, OCR involves patients resolving their inquiries with one touchpoint at the first call center contact. In other words, OCR is very specific and involves only one touchpoint.
OCR is generally more complex to achieve than FCR, which is why many people opt for FCR. The OCR calculation is very specific to one touchpoint.
Calculating One Contact Resolution Vs. First Contact Resolution
OCR calculation should be based on the percentage of customers who resolved their problems on the first contact with one touchpoint. OCR equals the total number of patients who resolved their issues on the first contact with one touchpoint divided by the total number of patients who contacted the call center.
The FCR involves considering the number of patients who resolved their queries on the first contact and the total number of patients who called the center agent.
Advance Your Patient Services With Cloud Call Center Technology
Modern call center systems are more advanced and efficient for quality patient services. Implementing cloud software into your health practice call center will save operation costs and time. Sequence Health offers modern healthcare call center services with a seamless transition from traditional operations.