Good service is one of the primary steps to ensure efficient support and an appropriate experience for your customers. And today, we’re going to talk about a metric called First Call Resolution.
First Call Resolution (FCR) measures the effectiveness of your support team in solving problems in the first contact of the customer.
What is first contact resolution?
Solving your customer’s problem quickly and efficiently is the goal of the entire support team, do you agree?
When a customer is affected by some type of problem, he or she usually feels dissatisfied.
In this way, when the company can resolve this friction in the first contact, the customer feels more relaxed and sees in his company a more significant commitment to satisfy his wishes as a consumer.
It is worth remembering that a customer who achieves the desired result buys more from your company and still becomes a promoter of your brand, increasing the visibility of your business.
In short, the concept of FCR or First Call Resolutions straightforward; a single contact between the support and the customer is enough for a problem to be solved.
The importance of this metric
When measuring FCR rates, you will be measuring the autonomy of your support team to solve problems in a single interaction, eliminating the need to contact you again.
And, in addition, the degree of complexity (or simplicity) of your company’s processes.
By solving your customer’s problems with a single contact, you lower the costs of servicing that customer.
How to calculate first call resolution?
After performing the service, it is essential to apply a satisfaction survey right after the closing.
You could ask your customer if the problem was resolved in that contact.
Then, performing the FCR calculation is very simple. Simply divide the number of resolutions by the number of requests.
Let’s assume that your company had 200 tickets (requests) open, and of those requests, 120 were resolved at the first point of contact.
That way, you just need to divide the number of resolutions by requests.
In this case: 120/200 = 0.6
To express this metric as a percentage, just multiply it by 100.
0.6 × 100 = 60%
FCR = Total cases resolved / total number of cases x 100
Benefits of measuring first contact resolution
The Customer Management Institute conducted an FCR study and noted a direct correlation between resolution at the first point of contact and customer satisfaction.
75% of respondents reported that the increase in FCR resulted in an actual increase in companies’ NPS.
In this way, reducing your customer’s effort increases the chances of becoming loyal to your product.
FCR is directly linked to the satisfaction of its external customers but also to its employees.
Increasing your First Call Resolution rate makes your team more efficient.
In addition, by measuring the FCR, you will have the ability to identify problems that prevent faster resolution.
This metric will also help you in structuring or adjusting the customer journey; you will understand the process that takes your customer to open a support request.
From the moment the problems are identified, it is necessary that they can be solved more quickly, improving the experience of your customer.
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