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