First Contact Resolution (FCR)

First Contact Resolution (FCR) measures the percentage of customer inquiries resolved during the first interaction, without the need for follow-ups.

What is First Contact Resolution?

First Contact Resolution, or FCR, is a key performance metric in customer support that tracks the percentage of inquiries resolved during the initial interaction. Achieving a high FCR means that customers receive effective solutions without needing additional follow-up, enhancing their overall satisfaction.

Why First Contact Resolution matters

FCR is vital for customer satisfaction and operational efficiency. A high FCR indicates that support agents are well-equipped to handle inquiries promptly and effectively, reducing the need for repeated interactions and improving the customer experience.

How to improve First Contact Resolution

Training and development: Regularly train support agents to enhance their problem-solving skills and product knowledge.
Access to information: Provide agents with an up-to-date knowledge base and resources to address inquiries efficiently.
Use of Neople: Implement Neople to assist in handling routine inquiries, freeing up agents to focus on more complex issues and improve FCR rates.

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https://www.neople.io/glossary/first-contact-resolution

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