June 4, 2014

First Call Resolution Revisited

First call resolution (FCR) is a double-edged metric in that it relates to the quality of calls as well as the efficiency of the call center. In terms of quality, FCR is a customer-facing metric, as customers are very aware as to whether their call was satisfied on the first call or not. In terms of efficiency, the more times a customer must call the center in order to satisfy an inquiry, the higher the costs. For these two reasons, FCR is recognized by many as the single most imporatant driver of call center optimization and performance.

According to research conducted at BenchmarkPortal, in their attempts to document First Call Resolution, the majority of call centers instruct their agents ask the caller at the end of each caller interaction if the reasons for their call was satisfied (not always accurate). Other methods include:

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