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What are the most effective metrics for measuring first call resolution?

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First call resolution (FCR) is a key indicator of customer service quality and efficiency. It measures how often customers get their issues resolved on the first contact, without needing to call back or escalate to another channel. FCR can impact customer satisfaction, loyalty, retention, and revenue. But how can you measure FCR accurately and effectively? Here are some of the most effective metrics for measuring first call resolution.

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1 FCR rate

The most basic metric for measuring FCR is the FCR rate, which is the percentage of contacts that are resolved on the first attempt. You can calculate the FCR rate by dividing the number of contacts that are resolved on the first attempt by the total number of contacts. For example, if you have 100 contacts and 80 of them are resolved on the first attempt, your FCR rate is 80%. The higher the FCR rate, the better your customer service performance.

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Kim Wyatt

Community Solutions Representative @ Spectrum | Social Networking, Customer Relationship Management | Visual Arts
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To effectively and fairly measure First Contact Resolution or FCR, some basics need to be defined. 1. What type of contact counts? Usually there are four types to contact possible. A. In person B. Phone C. Chat D. Email 2. Time range. How much time has to pass before a customer initiates another contact? I feel that 3 days or 72 hours is a good time range. 3. What form of contact counts towards the FCR stats? It depends. Many companies are attempting to steer customers towards self help options or chat features available on the company websites or apps. In this case, if a 1st contac?t is in person or by phone, it would be beneficial to exclude chat and email from the FCR stats.

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2 Customer satisfaction

Another metric for measuring FCR is customer satisfaction, which is the degree to which customers are happy with the service they receive. You can measure customer satisfaction by using surveys, feedback forms, ratings, or reviews. You can ask customers to rate their overall satisfaction with the service, as well as specific aspects such as the agent's knowledge, communication, and professionalism. You can also ask customers if their issue was resolved on the first contact, and if not, why not. The higher the customer satisfaction, the more likely your FCR is effective.

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Leonardo Torres

Docente | Project Manager | Neuromarketing | Contratación Educativa Estatal | Experiencia del Cliente | IT Comercial
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Con esta medición se debe ser cuidadoso, porque no necesariamente tiene que ver con la resolución del problema en el primer intento. El comportamiento del tipo de encuestas post atención son contestadas por personas inconformes y esto la convierte en una medición más cualitativa que cuantitativa. Podría ser una medición de FCR si todos los clientes o al menos la mayoría llenaran la encuesta, pero esto de momento no es así

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Kim Wyatt

Community Solutions Representative @ Spectrum | Social Networking, Customer Relationship Management | Visual Arts
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As a consumer, I dislike customer surveys. I have already paid my money to your company and now you want me to do your department mangers job and evaluate your employees for you. For free? I, and the majority of customers will only do these time consuming tasks if we either had an exceptionally good or terribly bad experience. And most consumers know the survey can hurt a employee, so they only give high marks, as long as their rep was likable. Which defeats the purpose of the survey. There are also petty customers who will rate a rep poorly thus requiring management to pulls recordings of the interaction. Management as well monitor interactions themselves. So, I strongly urge companies to avoid using customer feedback surveys

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3 Repeat contacts

A third metric for measuring FCR is repeat contacts, which are the number of contacts that are made by the same customer within a given period of time. Repeat contacts indicate that the customer's issue was not resolved on the first contact, or that they have a new issue that requires attention. You can measure repeat contacts by tracking the customer's phone number, email address, account number, or other identifiers. You can also use analytics tools to identify the reasons for repeat contacts, such as agent errors, system failures, or product defects. The lower the repeat contacts, the more efficient your FCR is.

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4 Average handle time

A fourth metric for measuring FCR is average handle time (AHT), which is the average time it takes to handle a contact from start to finish. AHT includes the time spent on talking, holding, transferring, and after-call work. AHT reflects how quickly and effectively agents can resolve customer issues on the first contact. You can measure AHT by using call monitoring software, reports, or logs. You can also use coaching, training, or automation to improve AHT. The lower the AHT, the more productive your FCR is.

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5 Cost per contact

A fifth metric for measuring FCR is cost per contact (CPC), which is the average cost of handling a contact. CPC includes the direct costs of labor, technology, and overhead, as well as the indirect costs of customer churn, dissatisfaction, and referrals. CPC shows how much money you spend or save by resolving customer issues on the first contact. You can measure CPC by dividing the total cost of customer service by the total number of contacts. You can also use benchmarking, budgeting, or optimization to reduce CPC. The lower the CPC, the more profitable your FCR is.

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6 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?

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Kim Wyatt

Community Solutions Representative @ Spectrum | Social Networking, Customer Relationship Management | Visual Arts
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Some call centers use ai program to monitor customer agent interactions. I'm not totally against this, but I do not think this software solution should be the final say. I've coworkers who immigrated from other English speaking countries and even though they are great reps, build excellent rapport and work with customers effectively, the AI scores them very low. Possibly because of their accent, maybe because the cadence of their speech is different. It's a known flaw with the software. I do think the ai monitor is a good tool to help find coachable issues in customer interactions. But I'd prefer humans, capable of knowing when accents & even sarcasm should be excepted from Scoring.

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What are the most effective metrics for measuring first call resolution?

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6

1 FCR rate

2 Customer satisfaction

3 Repeat contacts

4 Average handle time

5 Cost per contact

6 Here’s what else to consider

Customer Service Operations

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What are the most effective metrics for measuring first call resolution?

1

2

3

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6

1 FCR rate

2 Customer satisfaction

3 Repeat contacts

4 Average handle time

5 Cost per contact

6 Here’s what else to consider

Customer Service Operations

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