Measuring First-Contact Resolution
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Measuring First Contact Resolution

How does your contact center measure FCR? The majority of you are sticking to the tried-and-true practices. The results of ICMI's Quick Poll last week show that 29% of you use "Supervisor or QA monitoring" and 29% measure by "Repeat Call Tracking." 16% say their centers use "IVR/email survey" and 10% measure with an "End-of-Call Script." That leaves another 16% who've answered "Other." What other ways of measuring FCR has your contact center used? How would you compare them to the methods listed here? Share your answers with us here in the comments!

Topics: Metrics

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Bernard Tsang — 7:23PM on Apr 9, 2012

FCR is a widely misunderstood metric. I would suggest to use several measuring techniques and correlating the results to close any gaps such as:
- QA team to listen to recorded calls (a reasonable sample size) to identify no of calls resolved
- Conduct customer surveys through automated post call interaction survey
- Ask customers through follow up calls

QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls