First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service delivery organization conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly, because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly.
Nine times out of ten, when customer satisfaction needs improvement, this can be achieved by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including technician training, investments in knowledge management, and remote-control tools.
Learn how to capture and calculate FCR in this new MetricNet webcast! Additionally, Jeff Rumburg will share the key drivers of FCR, benchmarking ranges for FCR, and explain the critical difference between Net and Gross FCR.