What's your take on the best way to improve First Call Resolution? Unfortunately, it's not a great metric on which to manage your agents. Here's why...

If a customer calls back within your defined period of time, the agent who takes the second call has no control over the callback.

After all, they (probably) didn't take the first call.

A better metric to use for managing agent performance is one that individuals have a high degree of control over.

For example, on every call an agent takes, they have a high degree of control over whether they resolve the issue the customer is calling about.

You could measure that as 'percentage of agent interactions which don't require a customer to call back within a defined period of time'.

You could call that metric 'active client resolution'.

Measure and manage your agents on that, and you'll lift First Call Resolution.

That's my take.

What do you think?


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