{"id":26172,"date":"2023-03-23T10:21:13","date_gmt":"2023-03-23T14:21:13","guid":{"rendered":"https:\/\/carolinadigitalphone.com\/?p=26172"},"modified":"2023-03-23T10:22:10","modified_gmt":"2023-03-23T14:22:10","slug":"how-to-improve-first-call-resolution","status":"publish","type":"post","link":"https:\/\/carolinadigitalphone.com\/how-to-improve-first-call-resolution\/","title":{"rendered":"How to Improve First Call Resolution"},"content":{"rendered":"\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

<\/p>\n

While there are many metrics determining overall customer experience and satisfaction, among the most important is first call resolution (FCR). The immediate goal of most call centers is delivering great customer service and saving on costs. Let’s explore how to improve first call resolution. To start, let us take a step back and answer a few fundamental questions: What is first call resolution? What is good first call resolution? How meaningful is first call resolution?<\/p>\n

<\/p>\n

<\/p>\n

Decrease Customer Churn<\/h2>\n

<\/p>\n

<\/p>\n

Customers frequently attempt to handle their inquiries through self-service options. If unsuccessful, they contact support with the expectation of prompt resolution.<\/p>\n

<\/p>\n

<\/p>\n

If a customer’s inquiry is not resolved during their initial call, the likelihood of them seeking assistance from your competitors often rises.<\/p>\n

<\/p>\n

<\/p>\n

To improve your FCR rate, it’s important to understand how to calculate it.<\/p>\n

<\/p>\n

<\/p>\n

What is First Call Resolution?<\/h2>\n

<\/p>\n

<\/p>\n

First call resolution<\/a> measures the percentage of support requests that customer service agents resolve during the first encounter (note that \u201csupport requests\u201d in this context can be pre-sales or post-sales).<\/p>\n

<\/p>\n

<\/p>\n

For example, let us say that a business gets 500 support requests in March. Customer service agents resolve 481 during the initial encounter. 19 of those require follow-up, escalation, or some form of additional action. Based on these numbers, the first call resolution rate (FCR Rate) for March is 481\/500 x 100 = 96.2%.<\/p>\n

<\/p>\n

<\/p>\n

What is a Good First Call Resolution?<\/h2>\n

<\/p>\n

<\/p>\n

Generally, the call center industry benchmark average for first call resolution is 70%<\/a>. However, some industries have lower or higher benchmarks. For example, research<\/a> has found that the retail industry has the highest FCR at 78%, followed by insurance at 76%, financial services at 71%, and technical support at 65%.<\/p>\n

<\/p>\n

<\/p>\n

Agents may be tempted to prolong customer calls to improve first call resolution rates, but this can negatively impact average handle time (AHT)<\/a> and overall productivity.<\/p>\n

<\/p>\n

<\/p>\n

Of course, different businesses within these sectors will have various contact center FCR Rates, depending on factors such as capacity and technology, and whether they see first call resolution \u2014 and in the bigger picture customer experience \u2014 as a top priority.<\/p>\n

<\/p>\n

<\/p>\n

Ideally, all businesses, regardless of industry or marketplace, are striving to satisfy and delight customers. However, we all know that this is simply not the case. Some businesses go the extra mile to \u201cwow\u201d customers<\/a>, while others basically view customer service as a \u201cnecessary evil.\u201d<\/p>\n

<\/p>\n

<\/p>\n

How Important is First Call Resolution?<\/h2>\n

<\/p>\n

<\/p>\n

Consider these eye-opening statistics:<\/h3>\n

<\/p>\n

<\/p>\n