Benchmark Caller satisfaction Examples Study 
NobelBiz
FEBRUARY 7, 2022
Besides that, your callers might get lost, which usually leads to them giving up. For example: “For Customer Service, Press 1”, not “Press 1 for Customer Service.” For example, you may better modify your resources by talent or by a types of complaints based on the priority concerns raised via your IVR menu.
Callminer
OCTOBER 11, 2018
FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Two examples of tools that help reduce Agency Redundancy Rate are Zendesk and Intercom.
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