First Call (Contact) Resolution (FCR)

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FCR is a measure of relative success for an individual interaction. Usually defined in terms of a single customer or account, a single issue or order and a predefined time range for a response to have taken place and expressed as a percentage of the overall interaction volume.

Example: If a customer chooses a set of particular options on an IVR or an agent appends a particular result code to an account and the customer contacts the supplier/provider regarding the same issue within 7 days, then that interaction would have failed FCR.

Author: Rachael Trickey

Published On: 2nd Jun 2022
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