First Contact Resolution Rate (FCR)

First Contact Resolution Rate (FCR)

The FCR represents the percentage of customer support calls that are resolved in the initial call. You can use this metric to get insight into customer engagement and satisfaction, product functionality and skill level of the customer support team because the FCR is a function of all of these factors. The challenge is to identify the specific drivers of the FCR.

-> Does that look Greek to you? Do you need help with your Product, Strategy or Business? I can help, let's talk! <-