In this video, we’ll cover everything you need to know about first call resolution.
First call resolution (FCR) occurs when your teams fully handle a customer’s needs during the first call.
It’s also an essential and widely used call center metric that measures a business’ ability to completely resolve support cases during the first point of contact.
Businesses choose to measure and prioritize FCR because you can:
- Boost customer satisfaction
- Increase revenue
- Reduce operational costs
- Improve the overall efficiency of your support teams and so on.
For these reasons, the higher your FCR rates and the lower your handling times, the better. But the industry standard for first call resolution is between 70 and 75%.
So, if you’re looking to improve your first call resolution rates, you can do so by:
- Identifying common customer questions and issues
- Ensuring teams are well-trained using call recording
- Implementing IVR systems
- Collecting customer feedback and more.
If you’re ready to start increasing your FCR rates using cloud telephony tools like call recording and IVR, Global Call Forwarding can help you get started.
To learn more about our features, visit Global Call Forwarding.com or chat with one of our telecom experts at +1 (561) 908-6171.
TIMESTAMPS
00:00 Intro
00:27 What is First Call Resolution?
00:54 Why Should You Measure FCR?
02:09 How to Calculate FCR
02:50 Factors that Influence Your FCR Rate
03:34 What’s a Good First Call Resolution Rate?
04:12 How to Increase Your FCR Score
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Other call center metrics for customer success management: [ Ссылка ]
