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.
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious