first call resolution (FCR)
In customer relationship management (CRM), first call resolution is properly
addressing the customer's need the first time they call, thereby eliminating the need for the
customer to follow up with a second call. Talk time (the average time an agent spends on each call)
is a common call center
performance metric. In general, fast talk time averages are desirable. However, fast talk time averages
accompanied by poor first call resolution rates are a sign that customer calls are not being
answered satisfactorily.
Call center managers carefully monitor follow-up calls because in addition to being an
indication of customer dissatisfaction, follow-up calls create an overall increased call volume
which, in turn, requires more agents. In general, a call center manager will accept an increase in
talk time, as long as the first call resolution rate increases as well.
This was last updated in September 2005
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