Keeping an Eye on First Call Resolution

In both workforce optimization (WFO) and Customer Relationship Management (CRM), “First Call Resolution” (FCR) is defined as meeting the customer’s need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

Average Talk Time (ATT) is another common call center statistic which is used to measure the average time an agent spends on each call.

Typically, Call Center Managers look for lower ATTs, but if lower ATTs are combined with poor first call resolution trends, it’s a danger sign indicating that customers may be receiving unsatisfactory answers when they call.

It’s important for Call center managers to monitor the FCR rates as well as ATT as one way to gauge performance.

Follow-up calls will create an increase in call volume and require more agents on the floor (hello, workforce management!).

In the call monitoring and workforce optimization world, we know FCR to be a focal point for contact center managers, so we’ve added a new component to our dashboard analytics features which offer a dynamic glimpse into this metric, as well as ATT and “Calls Answered.”

FCR may be viewed differently from company to company, based on preferred interpretations of a basic “Repeat Call for the Same Issue” measurement.

In order to deliver FCR for Virtual Observer customers we needed to build business rule(s) which considers how each company defines a repeat call.

For instance, one company might consider a call to be a “repeat call” if the same ANI has called within the last 30 days.

Another company might say a call is a repeat if the Account Number has called within the last 10 days.

In summary, FCR is an important metric which is available in Virtual Observer for customers seeking to improve performance.

In both workforce optimization (WFO) and Customer Relationship Management (CRM), “First Call Resolution” (FCR) is defined as meeting the customer’s need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

Average Talk Time (ATT) is another common call center statistic which is used to measure the average time an agent spends on each call.

Typically, Call Center Managers look for lower ATTs, but if lower ATTs are combined with poor first call resolution trends, it’s a danger sign indicating that customers may be receiving unsatisfactory answers when they call.

It’s important for Call center managers to monitor the FCR rates as well as ATT as one way to gauge performance.

Follow-up calls will create an increase in call volume and require more agents on the floor (hello, workforce management!).

In the call monitoring and workforce optimization world, we know FCR to be a focal point for contact center managers, so we’ve added a new component to our dashboard analytics features which offer a dynamic glimpse into this metric, as well as ATT and “Calls Answered”.

FCR may be viewed differently from company to company, based on preferred interpretations of a basic “Repeat Call for the Same Issue” measurement.

In order to deliver FCR for Virtual Observer customers we needed to build business rule(s) which considers how each company defines a repeat call.

For instance, one company might consider a call to be a “repeat call” if the same ANI has called within the last 30 days.

Another company might say a call is a repeat if the Account Number has called within the last 10 days.

In summary, FCR is an important metric which is available in Virtual Observer for customers seeking to improve performance.

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