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FCR for an individual call center agent?

EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 05 October 2006
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?

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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.

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