How and Why to calculate First Contact Resolution (FCR) KPI
Everyone who is anyone should have heard about the First Contact Resolution (FCR) metric by now. This is one of the top measures of call centre quality and therefore drives customers’ satisfaction if queries are resolved the first time around. FCR is also an indirect measure of costs incurred by the support centre since a customer contacting it multiple times to resolve the same query will drive costs upwards.
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Why is it important?
When a customer contacts the organisation with a query, it should be resolved on the first contact to ensure the quality and keep this customer satisfaction rate high, so they return or recommend the business to friends, family, colleagues, etc.
Customers with unresolved queries will likely go to a competitor. Low FCR translates to higher operational costs.
What questions does KPI answer?
1) How many queries are resolved at the first contact?
2) How good is the knowledge and quality of service in the contact centre/service?
KPI target
Varies by industry but the higher the better.
Measuring with metrics like average call length, abandon rates, speed to answer, and number of calls per group. Some calls may not be necessary and can be moved to a different support channel. FCR requires regular audits to monitor the quality of closed calls.
Data sources
CRM Systems, e.g. Dynamics 365 CRM, HubSpot, Salesforce; Call Logging Systems, e.g. Avaya.
KPI Formula
FCR = (# of Incidents Closed on 1st Contact / Total # of Incidents) * 100,