Measuring FCR: Detecting Repeat Contact Reasons is the Preferred Method

According to our poll, tracking repeat contact reasons in the CRM system is the most popular method for measuring First Contact Resolution (FCR), receiving 28% of the vote.

The second most popular method, which 24% of contact centre professionals voted for, looked to see if the customer called back within a certain time frame, whilst a post call survey was also a popular option.

Poll – How do you measure First Contact Resolution? – answers

We don’t – 32%
We ask the customer – 11%
Post call survey – 25%
No repeat calls in a given time frame – 32%
Repeat contact reasons in CRM system – 37%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar Poll – Webinar: How to Improve First Contact Resolution     Sample size – 59     Date: March 2015