Simply. Have a great first call
FCR 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.
FCR Benefits
Improves contact center profitability
Drives Customer Loyalty
Optimize Agent Productivity
Great Product Rating & Reviews
FCR Features
FCR = % of (Total Calls Handling Time / Total Logged In Time)
Realtime KPI Calculation
Indepth Reporting & Statistics
Smart Routing
Automatic Call & Message Distribution
CDR