first call resolution

[shaffi]

Hi folks,

I'm looking for details regarding first call resolution and its exact definitions. Also can it be included in the policie in the call center.

Your information will be highly appreciated.

Thanks in advance.


Nila

[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."

[shaffi]

Thank you Mr. mikael for your reply regarding the FIRST CALL RESOLUTION, which has informative.
As you mentioned FCR itself is a tricky one.
Your valuable information is really helpful in determining the FCRR for my call center.
Thank you once again.

[daveste]

There is a free webinar on first call resolution June 5, 2003. Follow this link to register:

http://www.sqmgroup.com/webinar.html

I will be attending as I am also interested in starting to measure this at my center.