FCR
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Calculating First Contact Resolution
Posted on May 15, 2018 in Call Center Performance • CSAT • Customer Experience • Customer Experience Metrics • FCR • FCR
By: Peg Ayers & Turaj Seryafiaan Definition: The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact […]
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