No Small Metric: First Call Resolution

Most people who work in the contact center industry are familiar with the concept of first call resolution (FCR). After all, contact centers are known for measuring every possible aspect of interactions.  What’s surprising, however, is that only a small percentage of organizations are actually striving to measure and increase this critical metric.  First call resolution is important – essential, even – because it provides insight on the overall customer experience.  If FCR is low, odds are, customer satisfaction will be low as well. No other metric is as parallel (and paramount) to satisfaction levels as FCR.

With this in mind, CallCopy has partnered with Dick Bucci of Pelorus Associates to bring you 10 Secrets to Boosting First Call Resolution, a new eBook loaded with best practices on how to improve satisfaction and cut costs through increased FCR.

“First call resolution is an essential metric for any best-in-class contact center for two simple reasons: it drives customer satisfaction and reduces operating costs.”

This eBook provides an inside look at the many benefits associated with increased FCR, alongside real-world techniques on how to do so, including steps you can take to measure FCR, ways to identify the causes of repeat calls, insight on how FCR relates to customer satisfaction, and, of course, the 10 secrets to boosting FCR.

So, whether your focus is on the bottom line, keeping customers happy, or striking a balance between the two, chances are your organization can benefit from improving FCR.  Download the eBook now to get started.

» Download 10 Secrets to Boosting First Call Resolution

  • Share/Bookmark

3 Comments to “No Small Metric: First Call Resolution”

  1. contact center Philippines 25 May 2010 at 8:54 pm #

    Thank you for sharing this link. I think that increasing the level of FCR will guide call centers into incorporating best practices into their training to provide customers with a better quality of service.

  2. [...] First Call Resolution and How it Can Save Your Call CenterThe Importance of Call Center MetricsCallCopy Blog if (top!=self) { window.location = [...]

  3. Alekha 12 July 2013 at 8:49 pm #

    Hi nice info on importance of FCR!! Thanks for sharing!!