Skip to main content
ServiceXRG
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Let’s Talk
  • Member Login
ServiceXRG
  • Member Login
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Let’s Talk

Blog : Top 10 Practices For Measuring First Contact Resolution

  • Previous Post
  • All Posts
  • Next Post

Top 10 Practices For Measuring First Contact Resolution

By Tom Sweeny September 5, 2020

First contact resolution (fcr) measures the percent of cases reported through assisted support channels that are acknowledged to be resolved by the customer as a result of the initial interaction with a qualified support representative.

First Contact Resolution

FCR is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition for FCR is essential to performance benchmarking against companies and industry segments. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.

1

Establish a consistent and honest definition of First Contact Resolution (FCR).

2

Apply FCR measurement and analysis as specifically as possible (e.g. distinct products, queues, sites, teams, shifts, etc.).

3

Recognize and document how FCR exceptions are handled so that they may be consistently applied in all cases where FCR is measured.

4

Use FCR benchmarks as a guide to suggest performance levels but not as a specific performance target.

5

Define your optimal FCR level.

6

Look for opportunities to close the “gap” between current and optimal FCR performance levels.

7

Identify the root cause(s) of the inhibitors to FCR performance.

8

Develop a plan to optimize FCR and evaluate the costs and benefits to be realized from optimization.

9

Don’t over emphasize FCR – sometimes escalation is the most cost effective or customer friendly way to resolve an issue.

10

When FCR is not possible leverage tools, processes, and procedures to assure that the escalation is efficient and effective.

SUPPORT: The Essential Practices & Metrics Guide

Support is changing — Are you prepared?

Learn about the trends shaping Support and the best practices and performance metrics companies use to transform and optimize Support.

Download Now

Reach your goals faster and take your services farther

Our process determines where you stand today and provides a custom roadmap and coaching to reach your outcomes faster with insights for ongoing success.

Our Process
  • Previous Post
  • All Posts
  • Next Post

How Efficient Are Your Services?

Take the Assessment

Subscribe for even more resources and the latest in your inbox.

"*" indicates required fields

Name*

By clicking the "Submit" button you accept and agree to be bound by the Terms of Use and Privacy Policy.

This field is for validation purposes and should be left unchanged.

Related Posts

  • 8.1.22 Read Time: 2 Mins

    Onboarding by the Numbers

    Onboarding is a critical practice and when done correctly is proven to help customers adopt products and achieve value. See our other onboarding articles including For customers that do receive …

  • 7.20.22 Read Time: 2 Mins

    Three Applications for Scaling Support with Chatbots

    Leverage the power and potential of today’s chatbots to scale support delivery capability.

  • 7.12.22 Read Time: 2 Mins

    Are Your Services Optimized to Drive Business Outcomes?

    Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a …

ServiceXRG

© Service Excellence Research Group, LLC 2022. All Rights Reserved.

Website by Imagebox

Contact Info
  • Email: info@servicexrg.com
  • Phone: 800-475-0089
Quick Links
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
  • Let’s Talk
Social Media
  • LinkedIn
  • Newsletter
  • Twitter