Looking at the “C” in FCR


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First CALL ResolutionRead­ing up on call cen­ter met­rics, you will most likely encounter the acronym FCR, which stands for First Call Res­o­lu­tion. FCR scores track if cus­tomers’ needs were prop­erly addressed the first time they call. Of all the met­rics used by call cen­ters to mea­sure per­for­mance, the FCR sits high on the list of the most important.

For an agent who takes dozens of calls an hour, for sev­eral hours, day in and day out, it is easy to sound like a voice record­ing, which ulti­mately dehu­man­izes the entire customer-agent com­mu­ni­ca­tion process. So, it’s impor­tant to look at the call, the C in FCR, and why it hap­pens in the first place.

Below are some things that you might be over­look­ing on that cus­tomer call…

…and why you should always remem­ber that a call cen­ter exists because of it.

  1. There is a per­son on the other end of the con­tact line who needs help, and she needs another per­son to respond to her concern/s. Yes, pre­pared scripts for com­mon, usual or recur­ring con­cerns save time and resources. But if effi­ciency and cost are the only con­sid­er­a­tions, why put up a con­tact cen­ter in the first place? Pri­or­ity num­ber one should be about estab­lish­ing the ideal cus­tomer expe­ri­ence.A sim­ple “Hi, this is Jodi how may I help you today?” may seem like a per­func­tory open­ing line for many agents but to a cus­tomer who made that call, a sin­cere greet­ing and intro­duc­tion can set the tone of the whole encounter. In this day and age of dig­i­tal and imper­sonal, sin­cer­ity is still impor­tant.
  2. That per­son on the other end of the con­tact line is call­ing with legit­i­mate con­cerns. You may have heard them dozens of times; for this cus­tomer, this is prob­a­bly the first time he’s hav­ing such con­cerns. How many times does an agent lose patience or dis­miss a call as a nui­sance out of the assump­tion that the fel­low at the other end is not doing what, to the call cen­ter agent, would be the obvi­ous first steps to get­ting help? There is hardly any infor­ma­tion that you can’t find online. But not every­one is cre­ated the same and not every­one has the incli­na­tion to do things by them­selves when they need help. So if a per­son makes that call, real­ize the call is impor­tant enough for him to make the extra effort of ask­ing you.
  3. That per­son on the other end of the con­tact line expects you to have the answers. When the cus­tomer asks, the agent bet­ter know the answers. There is noth­ing more frus­trat­ing than being forced to lis­ten to some ele­va­tor music while being put on hold for min­utes, or being tossed around because the guy who took the call doesn’t know what to do.

Along with com­mu­ni­ca­tion skills, com­pe­tence is equally impor­tant in the whole process.

It is always impor­tant to go back to the basics and reori­ent your think­ing to that of the cus­tomer that you seek to sat­isfy. Only when you look at that “call” in First Call Res­o­lu­tion more closely can you actu­ally look at the ways you can improve your FCR scores. Resolv­ing a cus­tomer ser­vice call on the first effort is a good thing. Con­stantly review­ing prac­tices, cus­tomer key words, fre­quently asked ques­tions, etc, that set you up to assist in that res­o­lu­tion, helps your com­pany be a suc­cess­ful cus­tomer ser­vice orga­ni­za­tion.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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