Chat with us, powered by LiveChat

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!