FIRST CALL RESOLUTION
FCR
What is FCR ?
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.
How is FCR Calculated ?
Percentage of (Total Calls Handling Time / Total Logged In Time).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
Why is the FCR important?
Drives
Customer Loyalty
Measures
agent Productivity
Improves
contact center profitability
Enhances overall
Customer Experience
What is a good FCR rate ?
70–75% FCR rate is good for Effective and smart ACD plans where calls are routed to the correct queues and agents are assigned as per their correct skillsets. Continuous training for your agents. For Omnichannel contact centers better to measure it per channel
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