Waiting hours and, sometimes, days to fix a problem that is central to one’s business or day-to-day life can be disheartening. And you do not want to disappoint your customers. Because . . .
Disappointed customers go to your competitor.
As a business, your primary goal should be list of indonesia cell phone number creating good and useful products and assisting your customers in using those products and services. This also involves making it quick and easy for them to resolve issues related to product purchase and use. That’s where first call resolution (FCR) comes into play.
First call resolution directly impacts customer satisfaction and retention. It is being able to resolve customer concerns in one call or one contact. Therefore, your business or call center measure and track this KPI regularly. Here is a guide that will help you understand the importance of one call resolution and how to measure and improve FCR rates for your business.
What is First Call Resolution?
First call resolution means resolving customer questions or issues in the first call itself and an FCR rate measures a call center or business’ ability to resolve customer the chinese telephone code plan explained calls when they first call. In other words, customers who call to resolve a problem or inquire about a product are helped during the first call with no follow-up calls or emails are required. Resolving calls quickly like this does not mean reducing the quality of customer service. Instead, your teams work to resolve and close common customer issues within one call to make room for more complex issues while keeping customers satisfied with quick resolutions.
Play Video
One call resolution or FCR is an essential call center KPI or metric. Most customer relationship management or CRM systems include this metric among others.
Another similar metric is the first contact resolution it cell number rate. This metric not only measures one call resolution but other support channels as well such as chat, tickets, and emails. By keeping an eye on these channels as well, you can aim to improve support across all support channels.
Why Should Your Contact Center Measure FCR?
When customers contact your company regarding an issue or product, they expect to have an answer quickly. The longer they have to wait to resolve a concern or question, the more likely they will find a different company that provides faster service and quicker solutions. Customer satisfaction (CSAT scores) drives brand loyalty and customer retention rates. Good first call resolution rates can improve customer satisfaction and help you keep your loyal and valued customers close.
Furthermore, this metric also helps you measure the efficiency of your employees or agents. For instance, how quickly can agents resolve a call? How much time is spent on resolving issues? Do they spend more time with follow-ups with the same customers or are they able to attend to others as well?
Calculating first call resolution can give you insights into how your business is performing in terms of customer satisfaction. The higher the FCR rates, the higher your customer satisfaction scores. For any contact center or business, the goal remains: achieving high first call resolution rates and low talk time.
Related: 7 Types of Customer Complaints & How to Resolve Them
How to Measure First Call Resolution?
FCR is commonly measured as the total number of calls resolved on the first call divided by the total number of calls received during a certain period of time.
