What is the most effective way to track first call resolution rate?

1 Define FCR criteria

Before you can track FCR, you need to define what counts as a resolved call. This may vary depending on your industry, service type, and customer expectations. For example, some call centers may consider a call resolved if the customer does not call back within a certain time frame, while others may require a confirmation from the customer or a follow-up survey. You should also decide which calls are eligible for FCR, such as new inquiries, complaints, or technical support requests. You should exclude calls that are not related to your service, such as wrong numbers, prank calls, or sales calls.

2 Choose FCR metrics

Once you have defined your FCR criteria, you need to choose how to measure it. There are different ways to calculate FCR, such as using call tracking software, customer feedback, or quality assurance. Each method has its advantages and disadvantages, so you may want to use a combination of them to get a more accurate picture of your FCR performance. For example, you can use call tracking software to monitor the number and duration of calls, customer feedback to gauge the level of satisfaction and resolution, and quality assurance to evaluate the skills and behaviors of your agents.

3 Set FCR goals

To track FCR effectively, you need to set realistic and achievable goals for your call center. You can use industry benchmarks, historical data, or customer expectations to determine your target FCR rate. You should also align your FCR goals with your overall business objectives, such as increasing customer retention, reducing churn, or enhancing brand reputation. You should communicate your FCR goals to your agents and managers, and provide them with the necessary training, tools, and incentives to achieve them.

4 Monitor FCR trends

Tracking FCR is not a one-time activity, but a continuous process of monitoring and improvement. You should regularly review your FCR data and look for trends, patterns, and outliers. You should also compare your FCR rate with other customer service metrics, such as average handle time, customer satisfaction, and net promoter score. This can help you identify the strengths and weaknesses of your call center, and the areas that need more attention and action.

5 Analyze FCR drivers

Tracking FCR can help you understand the factors that influence your customers' issues and resolutions. You should analyze the data and feedback from your calls and customers, and look for the root causes and drivers of FCR. For example, you may find that some of the common drivers of FCR are agent knowledge, communication skills, system availability, process efficiency, or product quality. You should also look for the drivers of low FCR, such as complex or recurring issues, lack of resources, or customer dissatisfaction.

6 Implement FCR improvement strategies

Tracking FCR can help you identify the opportunities and challenges for improving your call center performance. You should implement strategies and actions that can increase your FCR rate and enhance your customer experience. For example, you can provide your agents with more training, coaching, and feedback, empower them to make decisions and solve problems, streamline your processes and procedures, upgrade your technology and systems, or improve your product and service quality.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?