To enhance customer experience, focus on First Call Resolution rate
Conclusion: In an environment where the quality of front line services is critical for customer loyalty, the call centre’s (or contact centre or help desk) performance is pivotal. A salient way to measure the call centre’s performance is to calculate its First Call issue Resolution rate (FCR), i. e. the rate at which received calls are resolved the first time while the caller stays online.
A 2019 survey of 300 contact/call centre managers found if the rate is around 70 %1, the call centre is performing well and likely to be satisfying the needs of customers. Conversely if the FCR is well below 70 %, IT management must initiate strategies to increase it. Failure to do so will adversely affect the customer satisfaction rate.
About The Advisor
Alan Hansell is an emeritus IBRS advisor who focused on IT and business management. Alan specialised in critiquing and commenting on IT and business management trends, ways to justify and maximise the benefits from IT-related investment, IS management development and the role of the CIO. Alan has extensive experience in IT management, consulting and advising senior managers in matters related to IT investment. He was a Director in Gartner's Executive program and adviser to over 50 CIOs and business managers and before joining Gartner a consultant with DMR Group. He also worked as an IS professional, manager and industry consultant for IBM for nearly 30 years. Alan is a CPA and Associate of Governance Institute of Australia.