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Over 60% of Contact Centres Measure First Call Resolution
rding 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), Research
