Q

FCR for an individual call center agent?

One eager call center agent wants to determine his personal first call resolution (FCR), but as Lori Bocklund explains, that metric must be calculated for the entire call center. Read her advice in this expert Q and A.

Can you please tell me how to calculate my personal first call resolution (FCR) based on all customer interactions I have had in the past 72 hours?
Unfortunately, FCR is something that must be calculated for the entire center through a defined process – it is not something you can unilaterally calculate for you personally. There are a number of different ways to calculate FCR, so it needs to be defined based on your call center's environment. Work with your management to define FCR for the organization, and then you can define how it can be measured and reported for you personally.
This was first published in October 2006

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