What is First Call Resolution?
First Call Resolution (FCR) is the percentage of phone calls that are resolved on the first contact with a customer service representative. This is an important metric to monitor as it will determine how effective your customer service agents are when dealing with both simple and complex customer inquiries.
A high FCR means that your team is able to resolve most issues on the first contact, which leads to happier customers. A low FCR can indicate that your team is not adequately trained to handle customer inquiries, which can lead to frustrated customers and a higher rate of customer churn.
How Do You Measure the Average First Call Resolution?
To calculate the average first call resolution, simply take the total number of calls that were resolved on the first contact and divide it by the total number of calls received. This will give you a percentage that you can use to track your team’s performance over time.
What is a Good First Call Resolution Rate?
There is no one-size-fits-all answer to this question, as the ideal first call resolution rate will vary depending on your industry and the types of inquiries that your team receives. However, a good starting point is to aim for a first call resolution rate of 80% or higher.
Anything under 80% might suggest that your team is either not trained properly or is dealing with a lot of complex customer inquiries.
How Can You Improve Your First Call Resolution Rate?
If you find that your first call resolution rate is low, make sure that your customer service agents are properly trained to deal with customer inquiries relevant to your company. This includes both simple and complex issues. If your team is not adequately trained, they will likely struggle to resolve issues on the first contact.
Another way to improve your first call resolution rate is to make sure that your customer service agents have all the tools and resources they need to resolve issues quickly and effectively. This includes access to a knowledge base, FAQs, and other relevant information.