Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XIX, Issue 12

Date: December 1, 2008 - First Call Resolution Revisited

According to a recent Yankee Group study 30 – 35% of calls coming into the average center are unnecessary repeat calls.  Additionally, their research indicates that 2/3rds of a center’s costs can be attributed to callbacks on issue rework efforts.

Customer Relationship Metrics’ research reports that caller satisfaction ratings will be 35% to 45% lower when a second call is made on the same issue.

Yet another study conducted by Service Quality Measurement Group reported that for every 1% improvement in FCR, you get 1% improvement in customer satisfaction.    Additionally, if a customer’s inquiry or problem were resolved in the first call, only 3% of those customers were at risk of going to a competitor.   

On the other hand, 34% of customers who didn’t get their inquiry or problem resolved were likely to go to a competitor.  What does losing that customer cost you?

The challenge still exists today as to how to define and then measure FCR accurately, effectively, and efficiently.  There is no consistent process to measure this critically important KPI.  The problem is that this is open for interpretation. 

Some centers allow agents to determine if the customer’s issue were resolved on first contact.  The problem here obviously is that it’s totally subjective.  Some centers use their QA people to decide whether calls were resolved on first contact.  This method is based on a random sampling and doesn’t reflect a complete picture.  Other centers use post-call surveys and directly ask the customer whether or not their issue was resolved on the first contact.

To my way of thinking, the best way to determine the question of resolution is to ask your customer.  Many technical programs, measurements, etc. will provide data that may be useful for internal purposes, but please don’t forget the customer.  It’s their perception that matters.

2008 Human Technologies Global, Inc. All rights reserved.

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