[mikael]

FCRR (First Call Resolution Rate) is defined in a variety of ways by different contact centers. For some, a call that is handled by multiple reps but is resolved to the customer's satisfaction before the end of the call counts as a FCR. In other centers, a call that is escalated beyond first level (i.e. beyond the first rep to talk to the customer) does not count.

This is one of those tricky ones -- I reviewed one center that boasted of a 90+% FCRR, only to find that what the reps were doing was quickly giving the caller a supposed solution to try and then immediately hanging up and closing the call record out and claiming a FCR. When the customer called back in a few minutes later to report that the attempted fix had failed, the rep *opened up a new case record!* Giving the customer a different "solution" to try, the rep would then close the second case record, also claiming a FCR. As you might imagine, when I had the center manager run a report against the database that identified multiple calls from the same customer within a short time frame, the results exposed the game all too clearly.

You get what you measure. A high FCRR is a good target, but handle it carefully. If you set it too high, you may pay a high price for that "success."