Why You Need to Measure Call Center FCR
Call center FCR is arguably the best way to measure customer service performance.
At busy call centers, it can be difficult for customer service reps know how they are doing. Call center FCR (first call resolution) can help service reps better understand their proficiency.
FCR measures how often service reps are resolving customers’ issues in the first call.
If a service rep or team has a high FCR, they are making a lot of customers happy. But if they have a low FCR, then they might be making customers frustrated.
At the end of the day, the job of customer service reps is to make customers happy. That’s why FCR is such a great measure of customer service performance. FCR correlates directly with customer satisfaction.
Understanding call center FCR will make you a better customer service rep.
Want to learn more?
Read this guide to FCR today!