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A Customer-Centric Approach to First-Call Resolution
Greg Levin
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Few metrics have made contact center managers drool like first-call resolution has. And with good reason: FCR has been shown to have a significant impact on customer satisfaction, operational costs and employee morale. So we’re looking at a metric trifecta – a measurement that is both qualitative and quantitative, and that is also engaging for agents.
Unfortunately, FCR is also one of the most misconstrued and mis-measured metrics in the contact center. Many managers get so caught up in the potential benefits that FCR can bring, they simply add it to the center’s scorecard and start tracking it haphazardly – without really grasping some key concepts or taking the customer’s perspective into full consideration.
To avoid the typical FCR pitfalls that doom many a contact center and customer relationship, it’s critical to understand the following:
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