First Contact Resolution – The Second Best Key Performance Indicator of Customer Care

K. Landoline
K. Landoline

Summary Bullets:

  • Because of its potential to cut costs quickly and boost customer satisfaction, first contact resolution (FCR) is gaining recognition as the major key performance indicator (KPI) of success in customer care settings.
  • More enlightened customer care executives realize that their happiest customers are those that never have to contact a customer care center at all.

Because of its potential for immediate, effective and powerful results, FCR is gaining recognition and acceptance as a major KPI across customer service operations. The ability of a high FCR level to affect revenues positively and boost customer satisfaction, while decreasing the cost of customer care by reducing redundant operations, makes its achievement a win-win situation for both the corporation and its customers alike. Continue reading “First Contact Resolution – The Second Best Key Performance Indicator of Customer Care”