Measuring First Call Resolution (FCR) precisely is not an easy task. The good thing is, customers don’t care if or how you measure FCR, they just want you to achieve it.
However, this doesn’t mean measuring FCR isn’t important, so don’t sweep it under the rug just yet. By getting the exact metrics for your FCR, you will find out if […]
Customer satisfaction and FCR (first call resolution) have an obvious correlation with one another. When FCR increases, customer satisfaction increases as well. Of course, the opposite is also true – if FCR rates drop, the customer satisfaction will also decrease. That’s why, the most effective call centers monitor their FCR rate and take the needed measures if this vital metric […]
Once you realize how important the FCR (First Call Resolution) of your company’s customer service department is, you will want to improve it and optimize it. This is because call centers now focus on measuring outcomes, rather than measuring efficiency metrics. In a word, one of the most important metrics you will need to measure is “Did we manage to […]
First Call Resolution (FCR) is one of the most powerful and valuable metrics, because it serves as a KPI for customer experience as well as operational performance and efficiency. However, measuring FCR is challenging when it comes to customer perspective or whether their inquiry was resolved to their satisfaction.
But let’s see what exactly FCR is. According to the International Customer […]