callcenteranalytics

FIRST CALL RESOLUTION

FCR

What is FCR ?

The 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.

How is FCR Calculated ?

Percentage of (Total Calls Handling Time / Total Logged In Time).

CHALLENGE

John has a website hosted by CoHost

The site is down because of a server issue. He then calls tech support

leads to…

call volume

Increase
in call volume

customer satisfaction

Low Customer
Satisfaction

tech support

More volume leads
to hiring more agents

reviews

Poor Product
Rating & Reviews

SOLUTION

Ziwo First Call Resolution (FCR)

You can find this KPI in multiple places in your Ziwo Platform

Live Dashboard

callcentersolution
cloudcontactcenter

Calls View

Statistics

cloudbasedcallcenter

Why is the FCR important?

customer loyalty

Drives
Customer Loyalty

call center KPI

Measures
agent Productivity

call center benefit

Improves
contact center profitability

customer satisfaction

Enhances overall
Customer Experience

What is a good FCR rate ?

70–75% FCR rate is good for Effective and smart ACD plans where calls are routed to the correct queues and agents are assigned as per their correct skillsets. Continuous training for your agents. For Omnichannel contact centers better to measure it per channel

callcentersolution

FCR TIPS

Monitor your FCR KPI frequently

Perform root cause analysis of any delayed resolution

Measure CSAT Frequently

Proactively inform the customer of any major product changes

Train & Equip your customer service team

Route customer to the right agent

Simply. Talk to your clients

Cloud Based Contact Center deployed instantly