Is First Call Resolution the Top Agenda?

Some might argue that First Call Resolution (FCR) should be at the top of the agenda in the call center environment, but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.

Historically, call center metrics have looked at average call handling time and their associated costs.  They have focused on metrics that are easy to capture, such as call abandonment rates and the amount of time it takes to answer a call.  These metrics are expected to provide information about levels of customer satisfaction, but FCR – determining whether a customer’s problem was resolved on the first call – is not conclusive.

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