Call Center Software

What is First Call Resolution? (and How to Improve FCR?)

Historically, it has been seen that companies that achieve a high FCR rate tend to have better customer satisfaction rates and higher customer retention rates.

By resolving issues on first contact, companies save time and resources that would have been spent on additional interactions with the customer.

Plus, the customer is left with a positive impression of the company’s responsiveness and effectiveness.

In this article, we will cover everything to know about first call resolution and how to improve the first call resolution rate.

What Is First Call Resolution?

Let’s start with the first call resolution definition.

First Call Resolution (FCR) is a term used in customer service and support to measure the ability of a company to resolve a customer’s issue on their first contact or interaction.

This means that the customer’s problem is resolved without the need for any follow-up or additional communication.

The first call or interaction can take various forms, including phone calls, emails, live chat sessions, or social media interactions. FCR is an important metric for measuring customer satisfaction and the effectiveness of customer service teams.

How to Improve First Call Resolution?

Improving FCR can lead to higher customer satisfaction, lower operational costs, and increased agent productivity. Here are a few first call resolution tips for agents that sales managers must embrace:

1. Drive comprehensive training: Providing comprehensive training to agents on product knowledge, customer service skills, and problem-solving techniques can equip them to resolve customer issues on the first call.

2. Empower agents via knowledge: Providing agents with the necessary tools and authority to resolve customer issues can help them resolve issues quickly without escalating them to higher-level support.

3. Focus on standardizing processes: Standardizing processes and procedures for handling customer issues can help agents resolve issues more efficiently and effectively, leading to higher FCR.

4. Offer self-service options: Self-service options such as knowledge bases, FAQs, and chatbots can help customers resolve their issues without needing agent assistance.

5. Offer the ability to analyze call data: Analyzing call data can provide insights into common issues and areas for improvement, which can help organizations identify ways to improve FCR.

6. Solicit feedback: Soliciting feedback from customers and agents can help organizations identify areas for improvement and make changes to improve FCR.

7. Improve communication: Improving communication channels between agents and other departments can help agents resolve issues more quickly by accessing necessary information or resources.

By implementing these strategies, organizations can improve FCR and provide better customer service, leading to higher customer satisfaction, lower operational costs, and increased agent productivity.

How to Measure First Call Resolution?

First call resolution metrics are critical for measuring the effectiveness of customer service. Here are some steps to follow for effective first call resolution measurement:

  • Define what counts as a resolved call. Typically, this means that the customer’s issue has been resolved to their satisfaction during the initial contact.
  • Track every customer interaction, including calls, emails, chat messages, and social media inquiries.
  • Analyze customer feedback post every customer interaction via surveys, post-call feedback, or other feedback mechanisms.
  • Calculate FCR by dividing the number of resolved calls by the total number of calls received. For example, if you received 100 calls and resolved 80 of them on the first contact, your FCR would be 80%.
  • Use FCR to improve customer service by identifying areas for improvement in your customer service processes.

In Conclusion

First call resolution is a key performance metric for customer service operations.

Measuring FCR can help you improve the customer experience, increase customer loyalty, and reduce costs associated with repeat contacts and escalations.

FAQs

How to achieve first call resolution?

To achieve first call resolution:

  • Train and empower staff
  • Use data analytics to identify patterns and anticipate issues
  • Implement self-service options
  • Measure FCR regularly
  • Continuously evaluate and improve processes.
What is a good first call resolution rate?

A good first call resolution rate varies by industry, but a generally accepted benchmark is around 70-80%.

FCR is important for improving customer satisfaction, reducing call volume, and lowering operational costs. Other metrics should also be considered to evaluate a customer service team’s performance.

What are a few first call resolution best practices?

To achieve first call resolution, you should:

  • Hire and train skilled agents
  • Use a knowledge base for excellent customer service first call resolution
  • Implement call routing technology
  • Use quality assurance tools
  • Empower agents to make decisions
  • Create a first call resolution script
  • Gather customer feedback.

Taran, as the Support Manager at JustCall, spearheads efforts to enhance customer satisfaction by strategically collaborating with client-facing teams. He upholds rigorous standards, ensuring JustCall's support services consistently excel. Passionate about superior customer experiences, Taran champions a company-wide dedication to a customer-first mindset.

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