Key Performance Indicators Examples
First Contact Resolution (FCR)
First Contact Resolution (FCR) is a metric used to measure the effectiveness of customer service interactions. It is a commonly used by customer service departments and contact centers to track how well they are resolving customer inquiries and issues on the first contact.
FCR is calculated as the percentage of customer interactions that are resolved on the first contact, i.e., the customer does not need to follow up with the customer service representative for further assistance.
The formula for FCR is:
FCR = (Number of interactions resolved on the first contact / Total number of interactions) x 100
For example, if a customer service department receives 100 customer interactions and 80 of them are resolved on the first contact, the FCR would be 80/100 x 100 = 80%.
A high FCR rate indicates that the customer service department is effectively resolving customer inquiries and issues on the first contact, which improves the customer experience and increases customer satisfaction. A low FCR rate, on the other hand, may indicate that the customer service department is struggling to resolve inquiries and issues on the first contact, which can lead to increased customer frustration and dissatisfaction.
It’s important to note that FCR is a measure of customer service efficiency, but it’s not the only metric that should be used to evaluate customer service performance. A balance of other metric, such as customer satisfaction and speed of resolution should be also taken in account
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