What is First Call Resolution in BPO

First contact resolution, or FCR is the percentage of support tickets that the customer service agents at call center jobs resolve on the first attempt. First contact resolution, when done right, is a win-win for everyone: Customers are happy and so are the call center agents.

Factors Influencing First Call Resolution

• Systems and information access
   
• Agent knowledge
   
• Lack of end-to-end processes
   
• Accessibility to experienced staff
   
• Routing to the right agent

Importance of First Call Resolution in Customer Service

First Call Resolution allows a customer service center to determine whether their support team is helping their audience quickly. By tracking FCR, one can gauge how well the customer support team meets customer expectations for instant responses.

Common Challenges in Achieving FCR

• Complex customer issues
   
• Varying customer expectations
   
• Agent knowledge and training
   
• Technology and systems limitations
   
• Internal communication and collaboration