Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XX, Issue 7

Date: July 1, 2009 - First Call Resolution:  How to Measure

The challenge still exists today as to how to define and then measure FCR accurately, effectively, and efficiently.  Some centers allow agents to determine if the customer’s issue were resolved on first contact.  The problem here obviously is that it’s totally subjective. 

Some centers use their QA people to decide whether calls were resolved on first contact.  This method is based on a random sampling and doesn’t reflect a complete picture. 

Other centers use post-call surveys and directly ask the customer whether or not their issue was resolved on the first contact.

To my way of thinking, the best way to determine the question of resolution is to ask your customer.  Many technical programs, measurements, etc. will provide data that may be useful for internal purposes, but please don’t forget the customer.  It’s their perception that matters.

And finally, I believe that first call resolution is a training issue.  If your personnel have the communication skills, the knowledge base, and the empowerment, you can eliminate those second and third calls, as well as the misinformation.

 

2009 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com

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