Published: March 25, 2013 | Comments
While FCR has been identified as a critical KPI for contact centers, there has been debate about exactly what constitutes a "resolved contact". Some centers consider a contact resolved if the agent didn't need to transfer it. Others deem a contact resolved if there is no follow-up work to complete after it.
Aiming for contacts that require neither transfers nor follow-up work is a sound approach to high quality service, but it is incomplete from an FCR measurement standpoint, say experts, because it fails to take into account something essential -- the customer's perspective. It’s important to let the customer tell you if their issue has been resolved, whether through real-time or near-real-time customer feedback channels, such as post-call IVR surveys, online surveys, live surveys or immediate email-based surveys.
You can learn more about forecasting accuracy and other imperative contact center metrics by watching our recent complimentary webinar - Critical Metrics for Standardizing your Contact Center.