Over 60% of Contact Centres Measure First Call Resolution Related Articles How to Calculate First Contact Resolution (FCR) - with Formula What Is First Contact Resolution? – With Formula and Expert Best Practices First Call Resolution: What Is It and How Do You Measure It? What Is the Best Way to Measure First Contact Resolution? 4,262 Filed under - Contact Centre Research, First Contact Resolution (FCR), Polls According to our poll, only 39% of contact centres do not measure First Call Resolution, with the remaining 61% using one of the four methods shown in the graph below. Of these four methods, no repeat calls in a given time was the most popular method to gather data for the calculation (28%), whilst some contact centres use more than just one of the options below. This is highlighted by the fact the the percentages, given below, add up to above 100%. Poll – “How do you measure First Contact Resolution” – answers We don’t measure First Contact Resolution – 39% Post call survey – 13% Repeat contact reasons in CRM system – 15% We ask the customer – 24% No repeat calls in a given time frame – 28% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: Improving First Contact Resolution Sample size – 148 Date: October 2014 Author: Megan Jones Published On: 1st Jan 2015 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, First Contact Resolution (FCR), Polls Recommended Articles How to Calculate First Contact Resolution (FCR) - with Formula What Is First Contact Resolution? – With Formula and Expert Best Practices First Call Resolution: What Is It and How Do You Measure It? What Is the Best Way to Measure First Contact Resolution? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter