Less Than Half of Contact Centres Measure First Contact Resolution

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According to our poll, just 41% of contact centres measure First Contact Resolution (FCR), with over half, 52%, of contact centre professionals confirming that they do not. The remaining 7% were not certain.

Whilst this may come as a suprise, it is possible that contact centres use other metrics to calculate call success, with repeat contacts being a possible alternative.

Poll – “Do you measure FCR in your Contact Centre?” – answers

Yes – 15%
No – 21%
Not Certain – 28%

Source: Call Centre Helper Webinar Poll – Building A Culture Of Continuous Improvement     Sample size – 62     Date: January 2017

Author: Robyn Coppell

Published On: 17th Feb 2017 - Last modified: 25th Oct 2021
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