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There is a tremendous amount of buzz around this particular metric and, when you look at recent research, it is easy to understand why. Studies suggest that no other single key performance indicator (KPI) has an impact on customer satisfaction as significant as first contact resolution (FCR). Research completed by Service Quality Management Group, a customer contact research and consulting firm, revealed that for every 1% improvement in FCR, you get a 1% improvement in customer satisfaction.
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.
Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.
Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at https://protect-eu.mimecast.com/s/4v25CANYYIrJg7AhG7Cd0?domain=justinmrobbins.com.
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