What is First Contact Resolution (FCR)?
First contact resolution (FCR) is a contact center metric that measures the percentage of customer contacts that are resolved on the first try. First contact resolution (FCR) is correlated with contact center efficiency and costs as well as customer satisfaction, because customers whose issues are fixed with just one phone call or chat session are typically more satisfied than customers that require multiple interactions to achieve resolution. Contact centers try to avoid those multiple contacts, as well, because higher contact volume equals higher costs.
First contact resolution (FCR) makes sense as a KPI but it can be difficult to measure accurately. Some contact centers have the agents self-report whether a completed contact resulted in a resolved issue, but this method can be distorted and needs to be periodically audited. Another way to measure first contact resolution (FCR) is to survey customers, but then organizations run the risk of not having a large enough sample size. Some centers also use ACD data to see if they received multiple calls from the same phone number within X hours. A newer, promising way to measure first contact resolution (FCR) is speech analytics. Whatever the measurement method, businesses should put a stake in the ground and be consistent about measuring it.
As with any metric, first contact resolution (FCR) should be viewed within the context of all a contact center's KPIs. Taken alone, it doesn't tell the full story about a contact center's performance. But it's an important piece of the puzzle when viewed with other metrics. Additionally, like with many contact center KPIs, tweaking first contact resolution (FCR) results may impact other metrics. Businesses that want to increase first contact resolution (FCR) may have to accept an increase in average handle times as agents spend more time trying to resolve customers' issues the first time around. That's probably a trade-off many organizations are willing to make.
How NICE can help
NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. We have the tools to help organizations measure first contact resolution (FCR) across multiple channels. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:
Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation and artificial intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.