Professional services

One of the most critical metrics in the call center industry is the first call resolution (FCR). It is an important metric to measure your overall customer satisfaction level. Take this course to learn what you need to know to improve your FCR score!

How can you tell whether your customers were pleased with your initial phone call interaction? Learn about the metric that you can use by taking this lesson.

LESSON 1
What is First Call Resolution (FCR)?


One of the most critical metrics in the call center industry is the first call resolution (FCR).
It is an important metric to measure your overall customer satisfaction level.
But what exactly is it? Let's find out in this course!


LESSON OBJECTIVES
At the end of this lesson, you are expected to:
specify FCR;
cite the advantages of FCR monitoring;
determine any challenges to measuring the FCR.
Are you ready?
Tap the button below to start


What is First Call Resolution (FCR)?

What qualifies as a "good" FCR rate in the industry? Let us find out in this lesson.

First call resolution can be tough to achieve consistently, but a commitment to improving it can make a significant impact in an organization.
Now, how do we quantify the FCR? Let's find out in this lesson.


LESSON OBJECTIVES
At the end of this lesson, you are expected to:
calculate the FCR rate; and
identify what qualifies as a "good" FCR rate in the industry.
Are you ready?
Tap the button below to start


How to Calculate the FCR?

In this session, we'll go over several strategies and recommended practices to help you improve your FCR.

First call resolution is considered to be challenging to measure accurately, but it is much more difficult to improve it.
In this lesson, we'll cover some tips that you can practice to keep the FCR improving.


LESSON OBJECTIVES
At the end of this lesson, you are expected to:
learn about the FCR Improvement Cycle; and
manage calls more efficiently; and
Are you ready?
Tap the button below to start


Therefore, it is part of your responsibility to continue to get better at handling calls more efficiently.
On the next slide, we'll discuss some tips to help you with handling calls


The company's most valuable asset when it comes to improving FCR is you.


UNDERSTAND THEIR NEEDS
Pay close attention to the concerns of the client and determine what services they need from you.
To better grasp why they're calling, ask clarifying questions and repeat information back to them.


SET REASONABLE EXPECTATIONS
Once you've determined what you need to do to meet the customer's demands, let them know when they can anticipate their problem to be resolved.
By doing so, you let the customer know that you are addressing their issue and provide them with a reasonable estimate of how long it will take.


PROVIDE CLEAR INSTRUCTIONS
If there are any further actions that customers need to take, provide them with clear and detailed instructions.
To make sure they resolve their problem and don't need to call back, you may stay on the line with them if they're having trouble or lead them through certain procedures.


MAINTAIN YOUR OPTIMISM
You may encounter dissatisfied customers at times and find it discouraging. When dealing with difficult customers, it's important to maintain your composure.
If you can, try your best to resolve the customer's problem; if not, tell them what to do next.


It takes work from both the agents and the company to improve first call resolution systematically.
Always keep in mind that you and the company may benefit from long-lasting client connections.
Invest time and effort into improving FCR and the customer experience.


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Improving Your First Call Resolution (FCR)

Improving Your First Call Resolution (FCR) Lessons

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