FIRST CALL RESOLUTION
FCR
Simply. Make
Every Call Count.
The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.
CHALLENGE
John has a website hosted by CoHost
The site is down because of a server issue. He then calls tech support
leads to…
Increase
in call volume
Low Customer
Satisfaction
More volume leads
to hiring more agents
Poor Product
Rating & Reviews
SOLUTION
Ziwo First Call Resolution (FCR)
You can find this KPI in multiple places in your Ziwo Platform
Live Dashboard
Calls View
Statistics
results in…
Drives
Customer Loyalty
Measures
agent Productivity
Improves
contact center profitability
Enhances overall
Customer Experience
FCR TIPS
Monitor your FCR KPI frequently
Perform root cause analysis of any delayed resolution
Measure CSAT Frequently
Proactively inform the customer of any major product changes
Train & Equip your customer service team
Route customer to the right agent