First Contact Resolution (FCR) Benchmarks

by Jun 17, 2019

The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be.

First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be.  Benchmarks at best suggest the “vicinity” for your performance.

The chart below provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates.

If you require any assistance with optimizing FCR, contact ServiceXRG.

Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time.

Meet the Recurring Revenue Challenge–
Starting NOW

Exclusive White Paper:

Using Services to Retain and Grow Recurring Revenue

Related Articles

GUEST POST: Service Outsourcing Should Be at the Top of Your 2021 To-Do List

Today’s customer service leaders are under enormous pressure to deliver high quality service to more customers across a growing number of channels with budgets that are not matching the pace of interaction growth. Facing these constraints, some may find themselves purposely hindering the customer experience (turning off channels, reducing hours of service, or increasing acceptable response time windows) instead of considering an entirely different approach to their costs. Read about why you should really be considering outsourcing right now.

read more

The 2 Keys to Preventing Support Issues

Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.

read more

Poor Support Case Management Practices = Missed Opportunities

Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.

read more

Optimizing Multi-Vendor Support Collaboration

Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and resolution. Formal, multi-vendor support collaboration is essential to optimizing issue resolution.

read more

Pin It on Pinterest

Share This