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.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of