Achieving First Call Resolution

The document discusses the importance of first call resolution (FCR) as a key driver of customer satisfaction and operational efficiency, emphasizing the need to measure and improve FCR performance. A benchmarking study involving 32 companies across various industries revealed a wide range of FCR rates and practices, highlighting that effective FCR measurement is linked to improved customer satisfaction and reduced operational costs. Recommendations include measuring FCR by type, incorporating customer feedback, and promoting FCR awareness among agents to enhance overall service delivery.