For instance, it may decide that additional agent coaching is needed in order to close agent knowledge gaps and improve first contact resolution rates.
What does FCR stand for?
FCR stands for First Contact Resolution
This definition appears very frequently and is found in the following Acronym Finder categories:
- Information technology (IT) and computers
See other definitions of FCR
We have 198 other meanings of FCR in our Acronym Attic
- Fire Claim Record (insurance)
- Fire Claim Reorganization (insurance)
- Fire Claim Report (insurance)
- Fire Claim Representative (insurance)
- Fire Control Radar
- Fire Control Room
- Fire Controlman, Range-Finder Operator (US Navy)
- Fire-Cracked Rock
- First Call Resolution
- First Clinical Research (online resources)
Samples in periodicals archive:
Multimedia collaboration options, such as image exchange, will further boost the quick and efficient resolution of the customer's issue, improving first contact resolution rates and increasing customer satisfaction.
In call centers, a number of methods can be used to determine whether first contact resolution is achieved.
How they increased usage of this channel by over 500% in less than a year, increased first contact resolution, decreased resolutions times as well as achieved extremely high customer satisfaction for this channel.
Multimedia collaboration options, such as image exchange, will further boost the quick and efficient resolution of the customer s issue, improving first contact resolution rates and increasing customer satisfaction.
Using these insights, companies can create targeted plans to improve first contact resolution and reduce call volume.
Executives expect call center managers to figure out a way to have agents improve their first contact resolution rate, but without losing any recent efficiency gains.
While dominated by KPIs reflecting Efficiency and Effectiveness, other popular KPIs come from categories such as Customer satisfaction with service and Post-sale support: % On-time delivery # Time to rectify defects % Customer complaints due to poor service or product quality # Call handling time % First contact resolution rate "The Top 25 Customer Service KPIs of 2010 report is a synthesis of what smartKPIs.