Why is first call resolution important in a contact center?

[Jahangir655]

Apart from being a metric that can be used to assess agent performance, first call resolution also impacts contact center operations in many ways.

Let’s understand how first-contact resolution impacts a call center.

1. Evaluate customer satisfaction
“Every 1% increase in FCR increases the brand's customer satisfaction by 1%”- SQM Group
Every customer wants to have their queries solved as soon as possible. Customers leave on a happy note when questions are resolved in the first customer interaction.

Increasing the first call resolution rate allows call centers to elevate customer satisfaction scores.

2. Assess agent performance
The correlation between first contact resolution and keeping customers chinese overseas canada database satisfied makes it a key performance indicator in assessing agent performance.

While several other metrics can be used to evaluate agent performance, FCR stands out. It managers understand how well agents handle customer interactions.

The prevalence of first call resolution in assessing an agent's performance depends on which industry the organization belongs to.

For example, FCR is highly crucial for fast-moving industries, while it takes a back seat in industries like insurtech, where processing takes time.

3. Easier to Retain Customers
A study by the SQM group found that a 1% increase in FCR increases the brand's Net Promoter Score (NPS) by 1.4. If someone promotes your brand, they're willing to continue being your customer.

This implies that brands with higher first contact resolution rates face lower customer churn.