First call resolution (FCR) is a unique key performance indicator (KPI) that measures the effectiveness, efficiency and customer satisfaction level of a call center. It is the ONLY single metric that provides a balanced view of the call center�s overall operating performance.
This white paper is a guide for building an actionable FCR program for your call center. The whitepaper will:
~ Explore the strategic role of contact center performance management ~ Provide the definition and calculation formula for first call resolution ~ Discuss how a FCR program benefits customers, agents and the call center ~ Present a framework and tactical steps for implementing a successful FCR program ~ Review a case study of a successful FCR program |