Top 10 Practices For Measuring First Contact Resolution

by Aug 5, 2019

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.

Want to learn more?  Download the First Contact Resolution playbook.

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Featured: First Contact Resolution

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.

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