First Call Resolution has been the subject of many recent studies, which show that a high FCR rate is vital to the success of your contact center. In fact according to ICMI, 12% of customers leave if it takes 2 or more calls to resolve their issue. But while the concept of FCR may seem simple, “properly resolve customer issues on the first call,” putting this into practice and measuring this “metric” is a lot more complicated than simply focusing on a percentage. Here are a few tips to boost FCR, and to ensure the FCR percentage you are recording is an accurate reflection of your call center.
Topics: first call resolution