The FCR Call Center Metrics You Need to Know
Tracking FCR call center metrics can help customer service teams improve immensely.
Without data, it’s challenging for service teams, especially at call centers, to find out what they could be doing better.
By measuring FCR call center metrics, service teams can easily pinpoint their weaknesses and uncover ways they can improve.
There are a few different FCR call center metrics that service teams should be looking at pretty closely on a regular basis.
First, the customer service manager should be tracking the team’s overall FCR over time to see if the team is improving.
Secondly, each service rep should be tracking their own FCR to find out how they are performing relative to the rest of the team.
Lastly, the manager should analyze FCR by product area to see which areas are causing customers the most issues that aren’t being answered easily by service reps.
Want to learn more about FCR call center metrics?
Check out this guide!