The Five Fundamentals of a Successful FCR Program

FCR is one of the best ways to measure the overall performance of your contact center. It tells you how well your service organization handles customer requests the first time. Experts agree that it’s the only true metric that delivers a clear measurement of organizational effectiveness and customer satisfaction. When companies improve their FCR, they also lower their costs, improve their customer and agent retention, and increase their revenue.

Given the importance of FCR and the benefits it brings, one would expect that all contact centers would have an operational FCR metric that tracks every single call. However, only 40 percent of contact centers are measuring FCR at all, and less than 20 percent are measuring FCR for all of their calls, according to a recent study by the International Customer Management Institute. Enkata, believes First Contact Resolution is more than just a metric. They look at FCR as a program, a philosophy, a management system designed to improve service delivery.

Most companies don’t start FCR programs to change their management style. They’re looking to cut costs, and they do. That’s a high priority for most call centers, especially in today’s economy. By improving FCR, you can reduce callbacks and lower your total call volume. With the average cost per call at around five dollars, each call avoided is five dollars saved. For a call center that handles tens of millions of calls in a year, a 25 percent reduction in repeat calls translates to millions of dollars in savings every year

An new Enkata white paper The Five Fundamentals of a Successful FCR Program, details: Why FCR is important and the benefits to be gained;The five fundamentals that support thriving FCR programs; How technology can support your efforts

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