First Contact Resolution Research Report
Posted by Ted Hopton on March 19, 2008
I’ve already written about how difficult it is to walk the talk when it comes to First Contact Resolution (FCR) — see, First Call Resolution: Great Principle, Hard to Apply.
So if you’re struggling with First Call Resolution in your center — whether to implement FCR, how to implement FCR, how to make sure what you track as FCR is meaningful — then you should be interested in ICMI’s latest Member Research Report on First Contact Resolution.
It’s free for ICMI Members. Whether you are an ICMI Member or not, you can download it right now. You’ll learn what your peers (298 call center professionals surveyed in January 2008) are doing with FCR for phone calls, email and chat. But the numbers alone aren’t what you really need to improve your center’s First Contact Resolution. In addition, you’ll learn about the impact of FCR on other key metrics, as well as methods for ensuring high FCR rates.
If you’re not already an ICMI Member, consider joining and you’ll get this report and many more as part of your membership. It’s all part of our mission to help call center professionals make success happen.
first call resolution 
call center metrics
call center management
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