What is First Call Resolution (FCR) and what is it used for?
Posted: Sat Dec 07, 2024 8:47 am
“First Call Resolution” means “Resolution on the first contact or call.” This is a metric used to measure a company’s ability to resolve a customer’s problem on the first contact made.
FCR is one of the call center metrics used to measure the quality of service and operational efficiency of the team responsible for this work. When this rate is low, it means that the company is unable to quickly resolve customer issues.
It is therefore necessary to identify bottlenecks, offer training, map the most frequently asked questions and rethink the bureaucratic processes that are preventing the service from being carried out more efficiently.
What is the purpose of the FCR?
The purpose of FCR is to measure the efficiency of the service team in resolving customer issues. Aligned and well-defined processes provide a higher FCR and consequently improve
list of ethiopia consumer email the customer experience with the company.
Additionally, companies with a high first call resolution rate are more likely to retain customers, as they offer a convenient and responsive service that fosters a good relationship between brand and consumer.
How to calculate FCR?
Calculating First Call Resolution is simple: simply divide the number of issues resolved in a first contact by the total number of calls requested by consumers.
FCR = cases resolved at first contact / total calls received in the period
If in a month a company received 1000 calls, but only 200 were resolved on the first call, calculate 200/1000, which equals 0.2, or 20% FCR.
However, it is the customers who determine whether the problem was resolved in the first contact or not. To find out, one way is to send a satisfaction survey immediately after the service is completed and insert a question specifying whether the problem was resolved in one contact or not.
By calculating the FCR, it is also possible to identify which channels have the highest or lowest FCR and, consequently, which problems are actually causing customer doubts.
For example, if many consumers contact the site via chat due to a problem with the company's platform, efforts should be made to resolve this problem and thus reduce the open calls due to it.
Why is it important to monitor FCR?
Analyzing the first call resolution rate frequently is important to ensure that customers are increasingly satisfied with the support offered by the company. In addition, a good FCR also indicates a well-trained, aligned and attentive team in the service provided.
For the business, the more problems that are resolved in the first contact, the greater the reduction in costs, time and effort . An assistant would need to dedicate himself to five calls from a single customer, for example, but if this assistant resolves the customer's queries in the first contact, he will be able to attend to five different consumers in the same amount of time that those five calls will last.
What factors influence FCR?
First call resolution rate can be influenced by a number of factors, including the level of knowledge and experience of the assistant, the complexity of the issues addressed, the training of the team, and the level of access to company information to resolve issues more quickly.
It is important to pay attention to these points in order to work on each of them and thus increase your company's FCR.
How to increase FCR?
To improve the FCR, especially in the call center , it is possible to do so by following a few steps. One is to map the main services performed and create supporting materials that can be consulted during the call. Thus, the chances of the problem being resolved more quickly and efficiently will be greater.
Another option is to offer regular training to the team, so that everyone is prepared and confident to resolve the most diverse questions without having to contact the client again after the first service.
In addition, the team must have autonomy to operate. Many problems are not solved on the first contact because some bureaucracies do not allow this to happen. Therefore, streamline processes and allow assistants to make some decisions without having to wait for a supervisor to respond, for example.
It is also important to invest in an integrated service system that centralizes all customer information in one place and is available to different parts of the company. This increases the chances that the contact will be resolved more quickly and prevents the customer from having to repeat data that has already been provided.
What did you think of the explanations about the first call resolution rate (FCR)? Zendesk has complete solutions to optimize the work of the service team and, thus, make the resolution of customer problems faster and more efficient.
FCR is one of the call center metrics used to measure the quality of service and operational efficiency of the team responsible for this work. When this rate is low, it means that the company is unable to quickly resolve customer issues.
It is therefore necessary to identify bottlenecks, offer training, map the most frequently asked questions and rethink the bureaucratic processes that are preventing the service from being carried out more efficiently.
What is the purpose of the FCR?
The purpose of FCR is to measure the efficiency of the service team in resolving customer issues. Aligned and well-defined processes provide a higher FCR and consequently improve
list of ethiopia consumer email the customer experience with the company.
Additionally, companies with a high first call resolution rate are more likely to retain customers, as they offer a convenient and responsive service that fosters a good relationship between brand and consumer.
How to calculate FCR?
Calculating First Call Resolution is simple: simply divide the number of issues resolved in a first contact by the total number of calls requested by consumers.
FCR = cases resolved at first contact / total calls received in the period
If in a month a company received 1000 calls, but only 200 were resolved on the first call, calculate 200/1000, which equals 0.2, or 20% FCR.
However, it is the customers who determine whether the problem was resolved in the first contact or not. To find out, one way is to send a satisfaction survey immediately after the service is completed and insert a question specifying whether the problem was resolved in one contact or not.
By calculating the FCR, it is also possible to identify which channels have the highest or lowest FCR and, consequently, which problems are actually causing customer doubts.
For example, if many consumers contact the site via chat due to a problem with the company's platform, efforts should be made to resolve this problem and thus reduce the open calls due to it.
Why is it important to monitor FCR?
Analyzing the first call resolution rate frequently is important to ensure that customers are increasingly satisfied with the support offered by the company. In addition, a good FCR also indicates a well-trained, aligned and attentive team in the service provided.
For the business, the more problems that are resolved in the first contact, the greater the reduction in costs, time and effort . An assistant would need to dedicate himself to five calls from a single customer, for example, but if this assistant resolves the customer's queries in the first contact, he will be able to attend to five different consumers in the same amount of time that those five calls will last.
What factors influence FCR?
First call resolution rate can be influenced by a number of factors, including the level of knowledge and experience of the assistant, the complexity of the issues addressed, the training of the team, and the level of access to company information to resolve issues more quickly.
It is important to pay attention to these points in order to work on each of them and thus increase your company's FCR.
How to increase FCR?
To improve the FCR, especially in the call center , it is possible to do so by following a few steps. One is to map the main services performed and create supporting materials that can be consulted during the call. Thus, the chances of the problem being resolved more quickly and efficiently will be greater.
Another option is to offer regular training to the team, so that everyone is prepared and confident to resolve the most diverse questions without having to contact the client again after the first service.
In addition, the team must have autonomy to operate. Many problems are not solved on the first contact because some bureaucracies do not allow this to happen. Therefore, streamline processes and allow assistants to make some decisions without having to wait for a supervisor to respond, for example.
It is also important to invest in an integrated service system that centralizes all customer information in one place and is available to different parts of the company. This increases the chances that the contact will be resolved more quickly and prevents the customer from having to repeat data that has already been provided.
What did you think of the explanations about the first call resolution rate (FCR)? Zendesk has complete solutions to optimize the work of the service team and, thus, make the resolution of customer problems faster and more efficient.