2019 Abandon Call First call resolution Virtual Agent 
Fonolo
APRIL 4, 2023
Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy 5 Popular Customer Service Benchmarks On average, a 1% improvement in First Call Resolution (F.C.R.) billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. billion in 2020, up 16.9%
Fonolo
JANUARY 4, 2022
On average, a 1% improvement in First Call Resolution (F.C.R.) billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. 67% of customers will abandon their call if they can’t reach a customer support agent fast enough. Source: Bluewolf.
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