Less Than Half of Contact Centres Measure First Contact Resolution



540

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

Published On: 17th Feb 2017 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, ,


Recommended Articles

A picture of what FCR stands for
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
How to Calculate First Contact Resolution
What Is the Best Way to Measure First Contact Resolution?
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.