First contact resolution (FCR) is a measure of efficiency and effectiveness of your customer support team efforts. Among all success metrics it is considered one of the most important key performance criteria providing you an overall measure of how well your operators, teams and call centers are performing. By focusing on improving FCR, you will increase the quality of interactions within your team, reduce costs and increase customer satisfaction.
So how to improve on this critical performance metric?
According to a study by The Ascent Group, improvement in FCR is most closely tied to process improvement and streamlining, improved awareness and communication of FCR results, and root cause analysis. In this article >>>