The First Contact Resolution is a useful parameter to demonstrate the percentage of customers who had their problems fully resolved or their requests fully answered in a single call to the company, without having to contact again or wait for the attendant to return.
Thus, if the Call Center has a high level of FCR, this factor demonstrates that people have been able to get a solution right on the first call. Also, it shows that operational efficiency has been satisfactory.
There are several ways to measure first contact resolution. Know the ones that are most used.
Ticket tracking reopened
In this case, the number of reopened tickets (requests or calls made by customers) is used as the basis. Thus, the higher this number, the lower the rate of situations that have been resolved. This type of measurement is performed quite frequently.
The electronic survey is done after the service and takes place via IVR. It is a valid means, as it allows the attendant to know what the customer’s opinion is regarding its service.
After finishing the conversation with the attendant at the end of the call, a person is asked some questions, including whether the problem has been solved in their opinion.
However, this item has a negative aspect: it is not always that the client participates in the survey.
Control through management systems
It is also possible to measure the FCR using the information collected by a customer management system. It will indicate how many phone calls were made and how many requests were answered on the first call about users’ total number of contacts.
Control through management systems must be by the specific needs of the company. In addition to measuring the FCR, it also serves as an instrument to be analyzed by the attendant to avoid future errors and improve the service provided.
To calculate the FCR, divide the total number of problems solved by the total number of calls received. Thus, if there were 100 calls and 63 situations were resolved in the first call, the FCR rate is 0.63.
Remember that the closer to 1 the calculation result is, the more satisfactory the customer’s service can be considered.
This type of research has a positive point the cost, which is relatively low compared to other procedures that can be used in a Call Center. However, the response rate is very low, as this resource is little used.