Customer service KPIs that can be Why is it us. include average wait time, total service time, response time, and satisfaction level, to name just a few.
What did you think of the explanations about the meaning of SLA, what this contract is for, and what its importance is? With Zendesk , you can create your own SLA within the platform in just a few steps.What is First Call Resolution (FCR) and what is it us. for?
By Douglas da Silva, Web Content & SEO Associate, LATAM
Last updat. on 12 February 2021
>>>>FCR
Tracking your company’s first call resolution (FCR) rate is important to understand the performance of your service team and their efficiency in resolving customer issues.
We explain it to you below:
What is First Call Resolution / FCR?
What is the purpose of the FCR?
How to calculate FCR?
What factors influence FCR?
How to increase FCR?
What is First Call Resolution / FCR?
>>>“First Call Resolution” is a metric us. to measure a company’s ability to resolve a customer’s problem on the first contact made.
FCR is one of the call whatsapp number database center metrics us. to measure the quality of service and operational efficiency of the team responsible for this work. When this rate is low, it means that the company is unable to quickly resolve customer issues.
It is therefore necessary to identify bottlenecks, offer training, map the most frequently ask. questions and rethink the bureaucratic processes that are preventing the service from being carri. out more efficiently.
What is the purpose of the FCR? Why is it
The purpose of FCR is to measure the efficiency of the. Service team in resolving customer issues. Align. and well-defin. how to create a semantic core for a website? a beginner’s guide processes provide a higher FCR and consequently improve the customer experience with the company.
Additionally, companies with a high first call. Resolution rate are more likely to retain customers, as they offer a convenient and usa lists responsive service. That fosters a good relationship between brand and consumer.
How to calculate FCR?
>>Calculating First Call Resolution is simple: simply divide. The number of issues resolv. in a first contact by the total number of calls request. by consumers.