How can you use first call resolution (FCR) to measure customer service performance?

1 Define and track FCR

The first step to use FCR as a performance indicator is to define what counts as a resolved call and how to track it. You can use different criteria to determine FCR, such as customer feedback, agent confirmation, or follow-up calls. You can also use different methods to track FCR, such as surveys, call monitoring, or analytics. Whatever you choose, make sure you have a clear and consistent definition and tracking system that aligns with your business goals and customer expectations.

2 Benchmark and compare FCR

The second step to use FCR as a performance indicator is to benchmark and compare your FCR rate with industry standards and competitors. You can use external sources, such as reports, surveys, or benchmarks, to get an idea of the average FCR rate for your industry or sector. You can also use internal sources, such as historical data, customer segments, or agent groups, to compare your FCR rate with your own performance over time or across different categories. This will help you identify your strengths and weaknesses, as well as opportunities and threats, in your customer service operations.

3 Analyze and improve FCR

The third step to use FCR as a performance indicator is to analyze and improve your FCR rate based on the data and insights you have collected. You can use different tools and techniques, such as root cause analysis, gap analysis, or action planning, to find out the reasons behind your FCR rate and the areas for improvement. You can also use different strategies and tactics, such as training, coaching, or feedback, to enhance your agent skills and knowledge, as well as process, technology, or policy, to optimize your service delivery and workflow.

4 Communicate and reward FCR

The fourth step to use FCR as a performance indicator is to communicate and reward your FCR rate to your stakeholders, especially your agents and customers. You can use different channels and formats, such as reports, dashboards, or newsletters, to share your FCR results and achievements with your management, team, or partners. You can also use different methods and incentives, such as recognition, bonuses, or gamification, to motivate and reward your agents and customers for achieving or exceeding your FCR goals and standards.

5 Review and update FCR

The fifth step to use FCR as a performance indicator is to review and update your FCR definition, tracking, benchmarking, analysis, and communication on a regular basis. You can use different frequencies and intervals, such as daily, weekly, or monthly, to monitor and evaluate your FCR performance and progress. You can also use different triggers and factors, such as customer feedback, market changes, or business objectives, to adjust and refine your FCR criteria, methods, strategies, and goals. This will help you keep your FCR relevant, accurate, and effective for your customer service operations.

6 Learn and innovate FCR

The sixth and final step to use FCR as a performance indicator is to learn and innovate from your FCR experience and outcomes. You can use different sources and resources, such as research, best practices, or case studies, to learn from other organizations and industries that have achieved high FCR rates and customer service excellence. You can also use different approaches and experiments, such as testing, piloting, or prototyping, to innovate and try new ways to improve your FCR rate and customer service quality. This will help you stay ahead of the curve and create a competitive advantage for your customer service operations.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?