12 steps to improved First Call Resolution

The percentage of First Call Resolution, i.e. customer-reported issues that were dealt with during the first contact with a consultant, is one of the most important indicators of a call/contact centre. Its importance in the evaluation of the quality of work is not subject to discussion, the achievement of a high level of this measure requires many coordinated actions. Below are our tips to raise the level of FCR in your company.

Key performance indicators (KPI) in the call center

Measuring the quality and efficiency of work of individual consultants, their teams and entire departments of call center is necessary if the company seeks to continuously improve, or at least maintain, the reached level of effectiveness. Which indicators are most commonly used in telephone communication with customers?