Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume V, Issue 7

Date: July 1, 2004 - First Call Resolution (FCR) Revisited

We're finding that quite a number of centers do not measure FCR, and for those that do, there is still no standard for this measurement.

Following are suggested questions to ponder:

What percentage of your customer's concerns and/or questions are handled on first contact?
How frequently do your customers contact you?
Do you/can you identify repeat calls?
Do you/can you segment responses by call type?
Do you ask your customers if their concern was resolved, and how many contacts this required?

The more you can drill down your data, the more actionable and accurate the outcome. Of course, the best measurement of FCR lives with your customers. So go to the source. Find out if they think their issues and/or questions are being resolved on the first contact. Your metrics alone--although quantifiable are indirect--and are only approximations of customer opinion and could easily be overstated. Many times the customer's view is lower than these measurements.

From an Ascent Group Study (2003), the four primary ways of measuring FCR were:

34% Call statistics calculations (internal measure)
26% Agent-driven call logging or tick sheet (internal measure)
15% Call monitoring (internal determination)
25% Customer satisfaction surveys (external measure)

Your front lines are the interface with customer's issues. One of the foremost methods to boost customer satisfaction and improve FCR is to consistently and ongoing train your people in world class customer service skills.

QUOTE OF THE MONTH: Coming together is a beginning. Keeping together is progress. Working together is success.-Henry Ford

2004 Human Technologies Global, Inc. All rights reserved

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