What is first call resolution?
Definition of first call resolution:
First Call Resolution (FCR) is a term used in call and contact centres to measure the number of customer support queries successfully resolved first time.
It is commonly used as a metric alongside Average Handling Time (AHT) to determine the performance of contact centre staff, however FCR is often a favoured metric due to the statistical link between follow-up calls and customer dissatisfaction rates.
Also First Contact Resolution (FCR)
Abbreviations: FCR
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