What Is The First Call Resolution? How To Improve Fcr Rate?

By Author: Mike
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Different call centers focus on different KPIs (Key Performance Indicators). One of the most important KPIs measured in call centers that focus on customer experience or customer care is FCR (First Call Resolution).

In this article, we will explore what FCR is and how a call center can increase the value of this important KPI.

What is FCR?

If a customer receives a satisfactory resolution within the first call, then it is called FCR. If a call center uses an omnichannel contact center solution and a customer receives the response within the first contact using any mode of communication, then it is called the first contact resolution (FCR) rate.

In any customer care center, it is a very important KPI because it helps in improving customer experience in ten folds as they don’t need to follow up or hang in there for a resolution. On the other hand, it also helps in improving agent productivity as they don’t need to invest time in attending and working on the same issue and handling an angry customer. The FCR also boosts the morale of agents to work more productively.

As it is a highly important ...
... KPI, the best call center solutions show their value in the report section.

How can a call center improve FCR?

1. Use easy to use platforms
Often, agents cannot provide a satisfactory response to customers because they don’t have the required tools or these solutions are too complicated to use. The call center solution, CRM software, smart AI tool, or any other software that your agents use to attend customer calls, retrieve the required information, and provide responses should be extremely easy to use. This can help in increasing FCR as well as it reduces average call hold time, and average talk time, and improves multiple other KPIs.

2. Provide all important information at the fingertips of agents
If your agents don’t have easy access to the required information, they are likely to fumble and fail in providing a satisfactory resolution. You need to ensure that all the details that an agent needs to resolve customer concerns must be provided in front of their eyes without much hassle.

You can take advantage of technology here. For example, add additional fields in the form or call script shown to the agent in a call center solution. Invest in call center CRM integration, so if an agent needs to fetch information from CRM, it is provided within the contact center software and the agent doesn’t need to move here and there.

3. Provide real time coaching to agents
Call centers arrange multiple training programs for agents. Continue training agents to work more productively. In addition to that, it is necessary to provide real time coaching to agents, so they can work more productively. A majority of call center solutions provide the required features like a whisper, barge-in, conference calls, etc., which can be used to provide live coaching to agents. Supervisors can also keep an eye on the live statistics displayed on the dashboard in the best call center software and jump into a call to provide live training.

These are the top 3 tips that can give a definite increase in first call resolution.

For more information visit https://www.elisiontec.com/contact-center-solution