First Contact Resolution (FCR) Benchmarks
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.
Want to learn more? Download the First Contact Resolution playbook.
Support performance measurement is challenging. Contact me to learn how ServiceXRG can help you gain better insights into Support performance through the use of enhanced metrics, benchmarking and better support performance reporting.
- Are you measuring the right support metrics?
- Do you have access to necessary inputs and insights?
- How well is your Support organization performing?
- Can you generate the reports you need?
Contact us now to learn how we can help you gain greater insights and optimize Support performance.
Chat with us (see link on right side of screen), send an e-mail to firstname.lastname@example.org, or use our contact form.
The First Contact Resolution playbook provides a step-by-step guide for defining and implementing a First Contact Resolution (FCR) metric. The playbook defines a consistent and effective process to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support. The playbook offers practical guidance about how to measure and optimize FCR performance to improve customer satisfaction, NPS and increase overall support efficiency and effectiveness.
Login to Access the Full Report
If you don’t have an account, create a free* membership.
[/et_pb_df_wc_restrict_content_close_tag][et_pb_df_wc_restrict_content_open_tag admin_label=”Member – Open” shortcode=”wcm_restrict” plans=”success-enterprise-plan, success-team-plan” start_after_trial=”off” _builder_version=”3.26.6″ z_index_tablet=”500″ box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px”]
*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.
High Net Promoter Scores as the desired outcome of Support and Customer Success interactions, while positive, is not enough because they it does not connect service delivery excellence with tangible business outcomes.
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.
Customer Success is a series of interrelated activities performed throughout the customer relationship lifecycle. This article identifies and defines critical success activities.
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of your product and service reputation.
The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. Do you use chatbots for technical support and are the successful?
The current organizational structure of your Services team and alignment with other customer facing resources may inhibit your ability to retain customers and expand relationship value. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.