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.
Repeat calls may be indicative of customer dissatisfaction, and therefore, can prominently highlight your call center's inefficiencies and the quality of your customer support. When closely monitored and strictly implemented, FCR is bound to lessen the occurrence of repeat calls. It can also let you gain insight on the problematic areas of your call center or your overall business, enabling you to create a feasible and effective plan in addressing similar concerns in the future.
High FCR rates help agents improve their productivity, efficiency, and service levels. These will help prevent repeat calls from clogging your call center hotline, create positive customer experiences, and inspire brand loyalty among your consumers.
FCR can also be indicative of how well-trained and knowledgeable your agents are. Knowing what struggles your agents face when it comes to reaching your set FCR goals can help you assess and improve your training, coaching, and mentoring sessions.
A straightforward way to check this is by asking the customer at the end of the discussion if their concern has been thoroughly addressed and resolved. Additionally, they can be asked if they believe the solution or information provided is apt and feasible.