10 First Call Resolution Tips For Every Call Center

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How would you feel if your service query was resolved in 5 days instead of 1 or 2? Wouldn’t it be frustrating to follow up with customer support instead of the support team resolving your issue?

Like most people, you’ll feel angry. And that also means your call wasn’t resolved in the first go.

First call resolution or first contact resolution is a perfect indicator of a contact center’s performance and helps assess emphasis on customer experience. Contact centers worldwide try to improve their first call resolution rate by making efforts to resolve customer queries in the first conversation.

We’ve created a list of practical tips to help you improve your first call resolution rate.

But first, let's quickly understand first-call resolution, the FCR formula, and its significance in call centers.

What is the first call resolution?
First call resolution refers to a customer resolving all their chinese overseas africa database problems in a single call without waiting for a follow-up. It is often abbreviated to FCR.

However, we all know not all customer queries can be resolved in the first call. Certain situations require more investigation before reaching a resolution.

Despite being unable to resolve all interactions in first contact, call centers try to keep their customers happy by resolving their problems as soon as possible.

First-call resolution is often used interchangeably with first-contact resolution. It might seem they're the same, considering that both have the same abbreviation - FCR.


Source
Both these terms differ only by a slight nuance.

In today's world of omnichannel contact centers, customers use different support channels. In such an environment, first contact resolution is the correct term, as it covers interactions across all customer touchpoints.

Despite these slight differences, both first call and first contact resolution can be increased using the same methods.

Now, moving on to the more critical First call resolution formula and calculation.