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Measure Success With First Contact Resolution Metrics

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The resolution of the first call can be difficult to achieve on a consistent basis, but the dedication to improve it really makes a difference for a company. In fact, focusing only on FCR can lead to improvement – most companies that measure First Call Resolution for at least one year see an improvement of up to 30% in FCR performance.

This improvement is quickly reflected in results, as a 1% increase in FCR equates to a 1% improvement in customer satisfaction, allowing customers to do more business with you.

If you are ready to benefit from these numbers but need a starting point, the following metrics are useful for measuring your efforts and identifying areas for improvement:

  •  Total number of assistance calls
  •  Total number of support requests per channel
  •  Total number of resolutions satisfied (according to qualification criteria)
  •  Total number of resolutions fulfilled in the first call
  •  Escalation rate for each type of request
  •  Longest average resolution time by type of request
  •  Rarely resolved request types
  •  Average NPS by type of investigation

These are all great examples for figuring out what’s holding back your most important metric: first contact resolution rate.

What is the first contact resolution rate?

The first contact resolution rate is the percentage of calls or support requests that were successfully resolved during the customer’s first interaction with a support agent.

How to calculate the first contact resolution rate

To quantify the resolution of your company’s first contact, use the first contact resolution formula.

The formula for the first contact resolution rate, or FCR, is the total number of cases resolved during the customer’s first response divided by the total number of cases in one day.

FCR = Total number of resolved cases / Total number of cases

The higher the number, the better your team will be at solving problems the first time they arise.

For example, let’s say Company A received 1,327 calls in January. Of these calls, 714 were resolved on the first contact. This would give a rate of 53.8% FCR.

Company B received 798 calls in January and resolved 584 on the first contact. This represents an FCR rate of 73.2%.

While Company A resolved more calls, Company B obtained a higher FCR rate, which meant that Company B resolved customer problems more effectively.

If you notice that your FCR rate is going down or is lower than you would like, you know that you will have to dig deeper to discover the obstacles your dating support team is facing. Although the FCR rate varies by industry, a good benchmark for the shooting is 70% to 75%. 

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