Mar 19

Must Read 'First Call Resolution' Facts

Posted by Rachel Brink on Mar 19, 2015 12:19:09 PM

Eight out of ten consumers rate speed of service as the number one factor to a great service experience. But still, customer service representatives fail to answer their questions 50% of the time, causing first call resolution (FCR) rates to be extremely low. What is going wrong?

The primary culprits of low FCR rates:
  • Mismatch of agent skills with customer needs: 26% of customers report being routed from one agent to another without any resolution of their problem or inquiry
  • Inability to quickly access customers’ account information: 60% of low first call resolution rates are due to an agent’s inability to quickly access customer information
  • Inefficient processes and inadequate training: 60% of repeat calls are process or training driven
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Topics: first call resolution, FCR