What is First Call Resolution?

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First call resolution (FCR) refers to customers having their queries resolved in the first call to the call center. Agents should ensure that the customer should be satisfied within the same call.

2. Why is First Call Resolution Important in a Call Center?
First call resolution is a crucial metric for assessing agent performance. Studies have also shown that higher FCR rates lead to better customer satisfaction and net promoter scores.

3. How do I improve FCR rates?
First contact resolution can be improved by ensuring agents can mom database handle all customer queries. Other improving first call resolution methods include collecting customer feedback and investing in the right technology.

Read the blog to learn about 10 practical and effective ways to improve FCR rates.

4. What is an example of first call resolution?
A customer calls a support team with a billing inquiry. The support agent listens to the customer's concerns. The agent quickly accesses the account information, addresses the issue correctly, and provides a satisfactory resolution, all within the same call.