Recorded Webinar: Improving First Contact Resolution

In this webinar we looked at how to improve one of the most widespread contact centre metrics – First Contact Resolution (FCR).


  • Introductions – Jonty Pearce, Call Centre Helper
  • Richard Farrell – Netcall
  • Andrew Walker- The Warranty Group
Webinar Slides: Improving First Contact Resolution by Richard Farrell and Andrew Walker

Click here to view the slides

  • Your Tips
  • Winning Tip- “We adapted CLOSE – Contact; Listen; Object; Solve; Evaluate – when we conducted quality scores on this we found the listen part being missed once we started to solve this – FCR was a lot more effective!” Congratulations to Karl1
  • Interactive Q&A – Live questions from the audience

Topics discussed

  • Latest research on First Contact Resolution
  • How to measure FCR
  • Reducing repeat contacts
  • Call avoidance
  • Identifying reasons for repeat calls
  • Agent empowerment
  • Customer satisfaction surveys
  • Use of technology
  • Top tips from the audience

Original Webinar date: October 2014

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