What is First Call Resolution – FCR?
First Call Resolution (FCR) is a metric used in call centers to measure the percentage of support requests that are completely resolved during the customer's first interaction. Calculating FCR involves dividing the total number of resolved cases by the total number of cases. Increasing FCR rates can lead to benefits such as increased customer satisfaction and lower operating costs.
What is First Call Resolution - FCR?
Topics
- First call resolution
- Calculating FCR rates
- Factors influencing FCR
Video summary
The video discusses first call resolution (FCR) in customer support and provides advice on how to calculate and improve FCR rates. FCR is the percentage of support requests that are completely resolved during the customer's first interaction with customer support. Calculating FCR involves dividing the total number of resolved cases by the total number of cases. Factors that influence FCR include measuring it on different communication channels, considering factors that negate FCR, and setting a clear contact window. Increasing FCR rates can lead to benefits such as increased customer satisfaction, lower operating costs, higher customer retention rates, and reduced customer churn. Ways to increase FCR rates include ensuring agents confirm issue resolution, using follow-up surveys, relying on AI-powered tools, monitoring support metrics, and empowering employees with knowledge and training.
Video transcript
hey everyone this is nate from git voip
today we're talking about first call
resolution or fcr for short we'll cover
how to calculate fcr why increasing fcr
rates is important and offer advice on
how to improve your first call
resolution rates let's get right to it
first call resolution or first contact
resolution in omnichannel communication
is a call center metric showing the
percentage of support requests that are
completely resolved during a customer's
first interaction with customer support
a complete resolution means that no
further action escalation or follow-up
is required remember that your customers
not your agents and representatives are
the ones who decide whether or not a
support issue has been entirely resolved
your business's fcr rate is a good
indication not only of customer
satisfaction but also of the overall
effectiveness knowledge and quality of
your support team
though the ideal fcr rate is between 70
to 75
remember that having a good first call
resolution rate is never more important
than providing quality customer service
and support
to calculate fcr divide the total number
of resolved cases by the total number of
cases then multiply that by 100 to get
the percentage of cases resolved on
first contact the fcr rate
for example you have a thousand total
support cases you have resolved 750 of
them you'll need to divide 750 by 1000
which is 0.75 multiply 0.75 by 100 to
get your fcr rate of 75
that said there are a few factors that
influence how your business defines its
fcr rate
first you can measure fcr on individual
communication channels specific
combinations of different channels or
across all channels decide which
channels you'll include in your fcr
calculation or if you'll calculate the
fcr of each channel individually next
consider what if any factors instantly
negate the possibility of a first call
resolution such as call abandonment
rates caused by extended hold times
escalation or if the caller contacted
the wrong department above all to find a
clear contact window that outlines how
much time can pass between calls before
they can no longer be counted as part of
the first call resolution range such as
calls received after business hours it's
obvious that shorter wait times and fast
resolutions increase customer
satisfaction but a higher fcr rate also
keeps operating costs low
increases customer retention rates and
makes customers likely to spend more
money on your products and services
increasing your fcr rate can decrease
customer churn by almost 70 percent
given that 66 percent of customers end
their relationship with a business
because of a poor customer experience
even better a one percent increase in
fcr decreases operating costs by one
percent and even just a 15 improvement
in fcr rates leads to a nearly 60
percent reduction
in repeat calls
even just measuring fcr has its benefits
given the majority of businesses that do
see a 30 increase in company performance
so how can you increase your businesses
fcr rate first ensure agents get
confirmation from customers that their
issue has been completely resolved
common ways to ask this include
is there anything else i can help you
with today
or
have i resolved your issue
also create follow-up surveys that let
customers tell you how effective your
current support process is and what they
think you could do better
relying on ai powered auto attendants
chat bots and ivr systems also increases
fcr because it also lets customers
resolve their own issues without having
to engage with a live agent
use your crm system to constantly
monitor support metrics and identify
potential gaps in the support process
above all empower your employees with
detailed easily accessible internal
knowledge bases and quality frequently
updated training materials if you
enjoyed this video leave us a comment
below and don't forget to like and
subscribe hit the notification bell
below to make sure you're the first to
know when we upload a new video so you
can keep up with our journey to simplify
the voip world until next time this is
nate from get boyd
[Music]
you
Dig Deeper
First Call Resolution (FCR)
First Call Resolution (FCR) is a call center metric that measures the percentage of support requests that are completely resolved during a customer's first interaction with customer support. A complete resolution means that no further action, escalation, or follow-up is required. FCR is an important metric as it indicates not only customer satisfaction but also the effectiveness, knowledge, and quality of your support team.
Calculating FCR
To calculate FCR, you need to divide the total number of resolved cases by the total number of cases and then multiply that by 100 to get the percentage of cases resolved on first contact. For example, if you have a total of 1000 support cases and you have resolved 750 of them, your FCR rate would be 75% (750 divided by 1000, multiplied by 100).
Factors Influencing FCR
There are several factors that influence how a business defines its FCR rate. Firstly, FCR can be measured on individual communication channels, specific combinations of different channels, or across all channels. You need to decide which channels to include in your FCR calculation. Additionally, factors such as call abandonment rates, extended hold times, escalations, and contacting the wrong department can instantly negate the possibility of a first call resolution. It is important to establish clear contact windows that outline how much time can pass between calls before they can no longer be counted as part of the first call resolution range, such as calls received after business hours.
Impact on Customer Support
A higher FCR rate has several benefits for your business. It increases customer satisfaction by providing shorter wait times and fast resolutions. It also keeps operating costs low, increases customer retention rates, and makes customers more likely to spend more money on your products and services. Increasing your FCR rate can decrease customer churn by almost 70%. Additionally, a one percent increase in FCR can decrease operating costs by one percent, and a 15% improvement in FCR rates leads to a nearly 60% reduction in repeat calls. Measuring FCR itself has its benefits, with the majority of businesses seeing a 30% increase in company performance.
Improving FCR
To improve your FCR rate, there are several strategies you can implement. First, ensure that your agents get confirmation from customers that their issue has been completely resolved. Common ways to ask this include phrases like "Is there anything else I can help you with today?" or "Have I resolved your issue?". Implementing follow-up surveys can also provide valuable feedback on the effectiveness of your current support process and suggestions for improvement. Relying on AI-powered auto attendants, chatbots, and IVR systems can also increase FCR by allowing customers to resolve their own issues without needing to engage with a live agent. Utilize your CRM system to monitor support metrics and identify potential gaps in the support process. Finally, empower your employees with detailed and easily accessible internal knowledge bases and provide quality, frequently updated training materials.
We hope you found this information on First Call Resolution helpful! If you have any questions or comments, please leave them below. Don't forget to like and subscribe to stay updated with our journey to simplify the VoIP world. Until next time!
What is a Customer Service Call Center?
To provide exceptional customer service, employ bilingual call center reps who tailor the user experience and possess qualities such as communication skills and knowledge retention. A customer service call center is an office where trained representatives handle inbound and outbound calls, providing assistance and personalized solutions to create positive user experiences. Businesses can choose a call center solution that matches their needs by considering features like CRM integration and the ability to approach customers in a personalized way.
First call resolution (FCR) is a critical customer service metric that measures a company's ability to resolve issues in the initial interaction. A high FCR rate improves customer satisfaction and retention. The industry standard for a good FCR rate is between 70-75%. Improving FCR results in increased customer satisfaction, efficiency, and cost savings for businesses. Challenges in achieving FCR include defining and measuring it correctly, inefficient internal processes, and knowledge gaps among agents. Factors that affect FCR include call routing systems and the complexity of products or services. Best practices for improving FCR include providing agents with easy access to customer data and knowledge base articles, enabling decision-making without escalation, and efficient cross-training.
First contact call center templates
Design captivating email templates with personalized welcome messages, promotional offers, and engaging subject lines. Prioritize excellent customer service for loyalty and brand differentiation. Phone support remains important with 69% of customers preferring it over other channels. Use first-contact templates to provide a seamless experience.
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