Improve First Call Resolution
First call resolution (FCR) is a crucial metric for customer experience and satisfaction. Call centers aim to provide excellent customer service and reduce costs. Improving FCR is essential. To begin, it's important to understand the basics: What is FCR? What is considered good FCR? And how significant is FCR? Lowering Customer Churn Many customers first try to resolve their inquiries through self-service, but if they are unable to do so, they then contact support with the hope of receiving a quick resolution. When a customer's inquiry remains unresolved during their initial call, there is an increased chance that they will seek assistance from your competitors. Having a clear comprehension of FCR calculation is important for improving its rate. Understanding First…