PhaseWare eBook: First-Call Resolution
The definition of FCR is quite easy: A customer calls with an issue and an agent helps fix the issue on the first call. Even if the call is transferred or escalated, it’s considered FCR is customer places only one call to get the problem solved.
Naturally, not all calls can be resolved the first time. Complex problems may require multiple troubleshooting steps, additional research, or long processing times; however, for routine issues such as minor technical support, account information, and order status; FCR should be the standard.
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