First Call Resolution (FCR) is a performance indicator for call center effectiveness. This indicator is used to determine the extent to which a customer inquiry can be resolved by the call center during the customer's first contact or whether further 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 aim of First Call Resolution is to keep call duration as short as possible, to answer customer inquiries satisfactorily with the first call and, if possible, to avoid further telephone calls. These goals can be achieved by providing professional assistance to callers and by changing questioning techniques.