Over 60% of Contact Centres Measure First Call Resolution

A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame

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, ,

Follow Us on LinkedIn

Recommended Articles

How to Calculate First Contact Resolution
A picture of what FCR stands for
What Is First Contact Resolution? – With Formula and Expert Best Practices
A photo of a yellow measuring tape on a blue background
First Call Resolution: What Is It and How Do You Measure It?
What Is the Best Way to Measure First Contact Resolution?