Benchmark Call flow First call resolution Scripts 
Balto
JUNE 13, 2022
In the contact center industry, we talk a lot about the importance of first call resolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. Industry benchmarks put the call escalation rate at about 10%. However, most agents are never asked.
Balto
NOVEMBER 28, 2023
Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Some of these metrics include: First Call Resolution (FCR) Rate: Quantifies the percentage of inquiries that are fully resolved from the initial interaction, without requiring call rerouting or follow-up calls.
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