What is the Predicted Resolution score?

In order to predict for resolution in OI, we look at the end of the interaction. If the interaction ends with a customer stating they’ll need to take further action (for example: call back, message again later, supply a document or visit a store or branch) the interaction will be marked as not resolved. Otherwise the interaction will be considered resolved. 

This is a very different way of measuring resolution than is traditionally done. As you know, first contact resolution or FCR is the standard way of measuring resolution, and looks to see if the agent has done everything they can to resolve the customer’s inquiry. 

In OI, we are looking at whether there are any follow up actions, which increases the likelihood that the customer may call again. 

Scoring for each interaction is either:

• 1 (resolved); or
• 0 (not resolved)
   

Understanding Predicted Resolution deeper

We assess the end of each interaction to determine whether any outstanding actions remain for either the agent or the customer. If follow-up actions are required, we classify the interaction as unresolved.

It’s important to note that an unresolved interaction does not necessarily mean the agent has made an error or deviated from the correct process. In some cases, resolution may be affected by business processes or system limitations beyond the agent’s control. 

As an agent or a leader, it is best to see what the Predicted Resolution contact center average is for any specific inquiry to see where you or your team sits compared to the average.
 

What does resolution mean in OI? 

Resolution is not about whether the customer gets their desired outcome, it’s about whether any further actions or follow-ups are required. For example:

An interaction is considered resolved if:

• No further actions or follow-up tasks are needed from either the customer or the agent.

An interaction is considered not resolved if:

• Follow-up actions or tasks are still required by the customer or agent (including waiting for something to happen).
   

What can I do to increase my Predicted Resolution score?

Keep in mind: 

• Not Resolved: Follow-up actions are required.
• Resolved: No follow-up actions are needed.

While some factors affecting resolution are beyond your control, your predicted resolution rate is assessed objectively using the same criteria for all agents handling similar inquiry types. 

This means that your resolution rate is compared against the average for your peers, providing a fair and balanced assessment.

Proactively confirm resolution during the interaction

Before ending the interaction, ensure the customer feels their inquiry has been resolved where possible.

“Is there anything else I can assist you with today?”

Recap any steps taken and where there is no further action required, confirm this with the customer.

“To recap: Your card is being reissued and will arrive within 5 business days. There’s nothing else you need to do.”

Minimise the need for callbacks

• Provide complete and accurate information upfront to avoid the customer needing to call back.
• If the issue cannot be fully resolved immediately, set clear expectations on what will happen next.
   

Fully resolve the inquiry during the call

• Check systems and available information (knowledge content) thoroughly to provide a definitive answer rather than asking the customer to call back later.
• Process any actions immediately (e.g. updating details, submitting requests, verifying information) rather than deferring them to after the interaction ends.
• Confirm availability of required documents or information before ending the call.
   

Reduce transfers where possible

• Where appropriate (based on your business processes), handle the interaction yourself rather than transferring.
• If you do need to transfer a call - ensure you have gathered enough details before transferring to the correct department.
   

Confirm next steps clearly

• If the customer needs to take action, explain it clearly and ensure they understand.

“You’ll need to send in [document]. Once received, our team will process it within [timeframe].”

Use self service options effectively

• If the call is about something the caller can follow up themselves without a call, instead of asking the customer to call back for updates, direct them to self-service tools:
  • “You can track your request online using [self- service portal link].”
  • “You can download your statement now through the mobile app, let me guide you.”
     

Final Takeaway

By being clear, proactively confirming resolution and reducing follow ups where possible, you can increase the likelihood of boosting your Predicted Resolution score.