While not all issues will be resolved within the initial contact, FCR highlights efficiency, accuracy, and resourcefulness among reps. This applies to all channels the customer used to establish connection with a contact center.
First Contact Resolution (FCR) is one of several metrics used in call centers to measure the efficiency and effectiveness of the of the service reps. As its nomenclature implies, it emphasizes the need to have issues resolved during the customer's first contact with the customer support team.
While not all issues will be resolved within the initial contact, FCR highlights efficiency, accuracy, and resourcefulness among reps. This applies to all channels the customer used to establish connection with a contact center.
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AuthorConnie Lansangan is a content writer for Open Access BPO, an outsourcing firm in the Philippines. With many years of experience in the outsourcing industry, she uses her knowledge and skills in writing articles, research papers, and other resources about outsourcing strategies and call center management tips. Archives
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