{"id":251759,"date":"2020-09-05T00:00:00","date_gmt":"2020-09-05T04:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/fcr-top-10\/"},"modified":"2022-06-14T16:51:09","modified_gmt":"2022-06-14T20:51:09","slug":"fcr-top-10","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/fcr-top-10\/","title":{"rendered":"Top 10 Practices For Measuring First Contact Resolution"},"content":{"rendered":"
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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.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

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First Contact Resolution<\/h2>\n

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.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n
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1<\/h2>\n<\/td>\n

Establish a consistent and honest definition of First Contact Resolution (FCR).<\/strong><\/td>\n<\/tr>\n
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2<\/h2>\n<\/td>\n

Apply FCR measurement and analysis as specifically as possible (e.g. distinct products, queues, sites, teams, shifts, etc.).<\/strong><\/td>\n<\/tr>\n
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3<\/h2>\n<\/td>\n

Recognize and document how FCR exceptions are handled so that they may be consistently applied in all cases where FCR is measured.<\/strong><\/td>\n<\/tr>\n
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4<\/h2>\n<\/td>\n

Use FCR benchmarks as a guide to suggest performance levels but not as a specific performance target.<\/strong><\/td>\n<\/tr>\n
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5<\/h2>\n<\/td>\n

Define your optimal FCR level.<\/strong><\/td>\n<\/tr>\n
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6<\/h2>\n<\/td>\n

Look for opportunities to close the \u201cgap\u201d between current and optimal FCR performance levels.<\/strong><\/td>\n<\/tr>\n
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7<\/h2>\n<\/td>\n

Identify the root cause(s) of the inhibitors to FCR performance.<\/strong><\/td>\n<\/tr>\n
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8<\/h2>\n<\/td>\n

Develop a plan to optimize FCR and evaluate the costs and benefits to be realized from optimization.<\/strong><\/td>\n<\/tr>\n
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9<\/h2>\n<\/td>\n

Don\u2019t over emphasize FCR \u2013 sometimes escalation is the most cost effective or customer friendly way to resolve an issue.<\/strong><\/td>\n<\/tr>\n
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10<\/h2>\n<\/td>\n

When FCR is not possible leverage tools, processes, and procedures to assure that the escalation is efficient and effective.<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first …<\/p>\n","protected":false},"author":4,"featured_media":251760,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,9],"tags":[89,79,37,129,91,121,33,81,123,124],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251759"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251759"}],"version-history":[{"count":4,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251759\/revisions"}],"predecessor-version":[{"id":252978,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251759\/revisions\/252978"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251760"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251759"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251759"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251759"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}