First Contact Resolution Doesn’t Necessarily Increase Call Handling Time

There’s a popular misconception that driving for First Contact Resolution (FCR) will increase the Average Handling Time (AHT) of a call.

While spending more time with a customer may, in the short term, increase the time spend on the first contact, you will generally get a reduction in call handling time from the elimination of the second, third and even fourth calls.

In fact, many contact centres that have removed AHT as a metric at agent level have seen a big increase in FCR with little or no change to AHT.

Read this article for more on First Contact Resolution, including the definition, formula and best practices. 

Published On: 24th Jun 2014 - Last modified: 6th Feb 2020
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1 Comment
  1. I couldn’t agree more. It still amazes me that some Contact Centres focus on AHT as an aim! Surely the goal is customer satisfaction/experience and the things that need to be done to achieve this. If you get this right, everything else will fall into place.

    Dominic Simmons 24 Jun at 11:03 am
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