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first call resolution (FCR)

First Call Resolution (FCR) is a performance indicator of call center effectiveness that determines the extent to which a customer inquiry can be resolved by the call center during the customer's first contact or whether additional calls are required.

Changing the question-and-answer technique improves the FCR score, but also other indicators such as the key performance indicator (KPI), which has an impact on customer relationship management (CRM) and thus on customer satisfaction and loyalty.

The goal of First Call Resolution is to keep call duration as low as possible, to answer customer inquiries satisfactorily with the first call and to avoid further phone calls if possible. These goals can be achieved by professionally accompanying the callers and by changing the questioning techniques.

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Englisch: first call resolution - FCR
Updated at: 23.06.2018
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