What is First Call Resolution (FCR)?
First call resolution (FCR) is perhaps the most highly correlated metric to customer satisfaction, and one of the best indicators of a well-run call center. Organizations that have low FCR rates also tend to have low employee satisfaction and high turnover rates.
In simplest terms, first call resolution (FCR) is a measurement of how often a customer’s issue is settled within one call. However, this metric can vary depending on how it is calculated. For instance, if a caller is transferred from an agent to a technical support expert, that’s still one call but two separate conversations – would that qualify? Ultimately, how it is defined is less important than whether it is measured consistently and frequently, so managers can assess how performance can be improved.
Speech Analytics for Improved Customer Service
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has
Transform your COST center to a Call Center
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by