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.
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