First Contact Resolution (FCR)
First Contact Resolution (FCR) measures the percentage of customer inquiries resolved during the first interaction, without the need for follow-ups.
What is First Contact Resolution?
First Contact Resolution, or FCR, is a key performance metric in customer support that tracks the percentage of inquiries resolved during the initial interaction. Achieving a high FCR means that customers receive effective solutions without needing additional follow-up, enhancing their overall satisfaction.
Why First Contact Resolution matters
FCR is vital for customer satisfaction and operational efficiency. A high FCR indicates that support agents are well-equipped to handle inquiries promptly and effectively, reducing the need for repeated interactions and improving the customer experience.
How to improve First Contact Resolution
- Training and development: Regularly train support agents to enhance their problem-solving skills and product knowledge.
- Access to information: Provide agents with an up-to-date knowledge base and resources to address inquiries efficiently.
- Use of Neople: Implement Neople to assist in handling routine inquiries, freeing up agents to focus on more complex issues and improve FCR rates.
Automate up to 80% of incoming customer questions
Put a Neople on your most repetitive questions to save your team time and redicscover more joy in your customer interactions.
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