First call resolution is a metric used in contact centers to determine the rate of calls resolved upon first contact.
First call resolution is self explanatory: it tells you the percentage of issues your agents are resolving the first time customers call.
First call resolution is calculated by monitoring the number of contacts across all channels – voice, chat, and email – over a set period of time, as well as the number of interactions that were resolved on first contact. Contact center managers calculate the number of customer issues solved during first contact as a percent of the total number of customer contacts (calls, chats, emails, etc).
More Call Resolution Resources:
Leverage intelligent routing and Interactive Voice Response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.
This is one of the best ways to measure agent productivity levels and how knowledgeable they are. This refers to the percentage of calls where agents are able to resolve customer queries on the first try, without needing to transfer them or calling the customer back. Customers usually expect that their issue will be taken care of the first time they call and high first call resolutions contribute to their satisfaction ratings.
Also referred to as first call resolution (FCR), this metric measures how often a customer issue is resolved in the first interaction. Customers are less likely to churn if they get their issues resolved on the first try. If a customer has to call back more than once, that’s time and resources from your agents.
By taking a look at how customers work their way through your call flows, you can improve scheduling efficiency almost immediately.
In a perfect world, all calls would unfold exactly to plan, providing the customer with just the right information or resolution they were looking for, right away. But, as you well know, that’s not the case in 100% of interactions. Call flows help you increase efficiency and achieve more effective resolutions more of the time.