By Colin Taylor
Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR.
FCR is a contact center performance metric that identifies the center’s ability to resolve an inquiry on the first attempt. While not a true measure of customer satisfaction, as the customer is not always asked if they are satisfied, or if the interaction met their need, it is nonetheless indicative of satisfaction for both your customers and your agents.
Whenever anyone reaches out to a contact center, they are looking to get “something done.” Completing that “something” to the satisfaction of the customer is resolving the reason for the inquiry. That is why contact centers exist, to resolve questions, issues, and inquiries. Those who can get what they want to get done, on a call or interaction will tend to be more satisfied than those who don’t. So, the higher your first contact resolution rate, the higher the satisfaction levels you will tend to see from those customers.
There are a number of ways to measure FCR. The simplest READ MORE
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