Yaicha

Here’s more on the topic of First Contact Resolution (aka, First Call Resolution or FCR) in ICMI’s Customer Management Insight (CMI): FCR Unraveled: Getting to the Heart of First-Contact Resolution. It’s an important and complex topic, so the more insight the better, and Greg Levin lays out the issues clearly.

Few performance metrics are as critical to contact center success as first-contact resolution (FCR); unfortunately, few performance metrics are also as misunderstood.

As I’ve already written (First Call Resolution: Great Principle, Hard to Apply), FCR is simple to grasp but far from simple to put into place in a meaningful way. As Greg put it:

According to the recently published ICMI Member Report on First-Contact Resolution, 79.2 percent of contact centers consider FCR to be either “critical/indispensable” or “very important.” The trouble is, many centers have implemented FCR initiatives too hastily, without taking time to fully understand the intricacies of the metric — i.e., what it actually means and how best to measure it, as well as what processes and tools the center should have in place to achieve a high FCR rate.

Check it out!

first call resolution call center metricscall center management