What is First Contact Resolution?
Babelforce
DECEMBER 1, 2020
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds of contact) that result in a resolution with no follow-up call necessary. This post will discuss several best practices to improve your First Contact Resolution rate. We’ll look at a few examples to FCR and how you can overcome them.
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