article thumbnail

What is first call resolution?

ViiBE Blog

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

article thumbnail

Metrics to Measure the Performance of Your Virtual Call Center

Hodusoft

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Contact Center vs. Call Center: What is the difference?

JustCall

Contact centers are installed with attributes crafted to distribute call effectively so as to increase the number of fielded calls while keeping customer experience to the maximum. Managers at contact centers can customize their team members’ access and priorities for maximizing the efficiency in real time. Modularity.

article thumbnail

What is call center technology?

ViiBE Blog

These centers communicate with customers exclusively by making and receiving telephone calls. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center. Virtual Call Center.

article thumbnail

How to Leverage Call Metrics to Improve Call Center Performance

aircall

Make sure your call center managers share the company’s overall goals with their agents to give them a sense of the big picture as well as their individual role in the business’ success. Below are some of the most common (and important) call tracking metrics that you can learn from to improve call center performance.

article thumbnail

11 Must Know Call Center Terminologies- A Guide!

Hodusoft

This has resulted in increased demand for cloud-based call center solutions, as well as virtual call center services that can be operated from home. This is because many businesses have had to shift to remote work and rely more heavily on customer support services.

article thumbnail

Call Center Statistics You Should Know

Callminer

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – Top 5 Trends Driving the Growth of Virtual Call Centers , Snapcomms; Twitter: @snapcomms.