February 17, 2018 / GuidesFor Team
To the uninformed, first call resolution (FCR) is the slam dunk for call center support personnel. It means the issue was resolved by the first agent they contacted.
First call resolutions are golden because of two things. They increase customer satisfaction levels and prevent the customer from calling again. taking up more man hours. The concept was further elaborated in this article by Insight Squared.
The article gives examples of best practices to improve the first call resolution metric. Call center managers are advised to learn and understand these best practices and ingrain them as a habit to their agents.
Posted In: Research