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SAWhat is First Call Resolution in BPO
First Call Resolution meaning : First call resolution or FCR measures the call center’s percentage of customer inquiries resolved on the interaction. This metric directly reflects on the efficiency and effectiveness of agents in call center jobs to address customer needs quickly and completely - the first time.
Factors Influencing First Call Resolution
The key factor influencing a First Call Resolution or FCR lies in a company’s systems and information. Data there can help agents learn more about customers and their escalation patterns. Analyzing these customers’ contact patterns is critical to improving FCR.
Importance of First Call Resolution in Customer Service
- Improves customer satisfaction (CSAT)
- Increased agents confidence
- Reduces repeat contacts and operational costs
Common Challenges in Achieving FCR
- Complex customer issues
- Inadequate agent training
- Ineffective communication
- Technology limitations
Related Terms
Related Terms
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