What is FCR and why is it important for a Contact Center?
One of the most revealing and valuable indicators is the First Call Resolution or FCR. There are various indicators to evaluate the efficiency and quality of the service. However, one of the most revealing is the FCR, or first contact resolution.
Although its name may sound technical, this indicator reflects one of the essential objectives in customer service: the ability to resolve problems from the first contact, without the need for additional calls, transfers or follow-ups. In other words, it represents the ability of a Contact Center to provide immediate and complete solutions in each interaction.
Imagine the impact of resolving your customers’
queries on that first attempt: no delays, no complications. For the customer, this not only means saving time, but also a positive and efficient service experience. For the Contact Center, on the other hand, achieving a high FCR means resource optimization , savings in operating costs and a less stressed and more motivated team of agents.
In this article, we will explore in depth what FCR really means, how it is measured and, above all, why it has become a key element for any Contact Center that aspires to offer quality service.
We will also offer you practical strategies to improve this indicator, optimizing your operation and strengthening the relationship with your customers. Better FCR results not only benefit your customers, but also directly impact the profitability and sustainability of your company.
- 1) What is FCR and how is it measured?
- 1.1) How is FCR measured?
- 2) Why is FCR important for a Contact Center?
- 2.1) 1. Improve customer satisfaction
- 2.2) 2. Reduces the dropout rate
- 2.3) 3. Optimize resources and reduce operating costs
- 2.4) 4. Improves the work environment and reduces agent burnout
- 3) Strategies to improve the FCR in your Contact Center
- 3.1) 1. Train your agents in problem solving
- 3.2) 2. Facilitates access to customer information through an omnichannel platform
- 3.3) 3. Implement artificial intelligence tools
- 3.4) 4. Analyze the data and adjust your processes
- 3.5) 5. Create an accessible knowledge base
- 4) Conclusion
What is FCR and how is it measured?
First Call Resolution (FCR) measures a contact center’s ability to resolve a customer’s query or problem on the first contact attempt, without requiring additional follow-up or a second call . When a customer calls with a question or problem, the ideal goal is for that first contact to be sufficient to provide a complete and satisfactory solution.
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How is FCR measured?
First Call Resolution (FCR) represents a contact center’s ability to resolve the importance of maintaining your email list a customer query on the first attempt, without requiring follow-ups or additional calls. While it sounds simple, FCR varies depending on the nature of the queries and the complexity of the industry.
In industries with complex processes or strict regulations, achieving china lists high FCR may require specific resolution strategies and advanced tools to deliver complete solutions in a single interaction .
To measure FCR, the percentage of calls or contacts resolved on the first attempt is usually calculated out of the total number of calls received. The formula is simple:
To measure FCR, it is common to use the following formula: the percentage of queries resolved on the first contact out of the total number of customer interactions. However, it is important to consider nuances: for example, if a customer calls repeatedly about the same issue or if the query is complex and requires investigation.
Accuracy in data recording and clarity in understanding the initial query are essential to ensure that the FCR is measured fairly and reflects the true efficiency of the Contact Center.