Measuring and improving your first contact resolution rate is beneficial to both the customer and the contact centre. The customer is likely to be more satisfied if their queries are resolved quickly, without them having to repeat themselves to multiple agents. Contact centres can free up agents to handle a new customer if most queries are resolved at first contact. In fact, a low FCR rate would mean that your agents are performing poorly both in terms of efficiency and CSAT.
Let us explore the meaning of FCR is more detail to understand how contact centres could improve it.
First Contact Resolution (FCR) Rate Definition and Formula
You can define the FCR rate as the percentage share of total calls or queries across various contact platforms that are resolved in the first instance, without having to reopen the interaction or transfer to a different agent.
FCR is typically measured at inbound contact centres that handle incoming customer queries. Unlike first call resolution, which focuses on telephonic conversations alone, first contact resolution is best suited to omnichannel contact centres. You can measure FCR for emails, chatbots, and, of course, phone calls to understand how efficiently agents are addressing queries across each of these channels.
The formula for calculating first contact resolution is as follows:
(Incidents resolved at the first point of contact ÷ total number of interactions during the period of measurement) x 100
If you are unable to pin down the exact number of incidents resolved at first contact, you can modify the formula as follows:
((Total number of interactions – number of interactions that were reopened – number of interactions that had to be transferred to a different agent) ÷ total number of interactions) x 100
The FCR KPI will always be a percentage value, the higher the better.
Equipping Agents to Achieve First Contact Resolution
Increasing your FCR can dramatically improve other performance KPIs such as operating costs, customer satisfaction, and employee satisfaction. For every 1% rise in FCR, there is a 1% improvement in each of these metrics as well, finds research.
So, it makes sense to equip your agents with the tools needed for first contact resolution.
- Offer contextual insights so that agents always have the necessary customer information at hand
- Determine your omni-channel mix as per agent availability; avoid spreading out across channels if resources are low, causing very long response times
- Define resolution process maps for as many queries as possible, even if this adds to your contact centre script creation efforts
- Make sure that there no technology bottlenecks preventing customers from getting a quick resolution – like an overly complex IVR menu
- Train agents in empathy and listening skills so that customers don’t object to patiently waiting on the line as their query is resolved
- Opt for skills-based routing so that queries are matched with an agent in the right department, speaking in a language native/familiar to the customer
While 100% first contact resolution is impossible (aiming for a 100% will drive up your average call duration hugely), it is advisable to map FCR over time and ensure that there is a gradual upward curve.
