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The Inner Circle Guide to First-Contact Resolution

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

About This Report

The vast majority of both our business and customer survey respondents place first-contact resolution as being one of the top 3 metrics that are most influential on customer satisfaction: far more important than any other metric. 

Achieving this reduces the overall number of inbound contacts while providing the customer with a good experience which impacts on profitability.

It also positively affects agent morale, staff attrition and absence rates, and increases the chances of a successful cross-sell and up-sell being made. Little wonder that the first-contact resolution metric has grown hugely in importance. 

This report shows readers:

  • The impact of first-contact resolution on operational performance and customer experience
  • How to benchmark first-contact resolution and the dangers to avoid
  • The best ways to calculate FCR
  • The ROI you can expect from your FCR improvement programme
  • The best methods to gather accurate FCR measurements
  • 18 ways to reduce unnecessary repeat contacts.

UK & US editions.

Free to download. 

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In this Report

Contact Babel Reports

The Importance of First-Contact Resolution: The ‘Miracle Metric’

  • FCR: The View from the Business 
  • FCR: The Importance to the Customer
  • Senior Management’s View of FCR
  • First-Contact Resolution: Benchmarks
  • Developing a First-Contact Resolution Plan
  • First-Contact Resolution vs Average Handle Time (and other metrics)
Contact Babel Reports

How to Measure First-Contact Resolution

  • Calculating First-Contact Resolution
  • First-Contact Resolution Measurement Methods
    • Agent feedback / logging
    • Post-call surveys
    • Quality Monitoring and Assurance
    • Interaction analytics
    • Tracking of reopened issues
    • Repeat contacts
  • FCR: Return on Investment
  • First-Contact Resolution and Digital Channels
  • Measuring Call Transfers
  • Identifying Reasons for Repeat Contacts
  • Root-Cause Analysis
  • Customer Journey Analytics
  • Failure Demand
  • First-Contact Resolution and the Failure of Web Self-Service
  • Interaction Analytics
Contact Babel Reports

Reducing Unnecessary Repeat Contacts

  • The best ways to get a quick improvement in first-contact resolution rates
  • Web Self-Service
  • AI-Assisted Service for Agents
  • AI-Enabled Knowledge Bases
  • Real-time Analytics
  • Digital Channels, AI and First-Contact Resolution
  • The Omnichannel Approach to First-Contact Resolution
  • Real-Time Desktop Information and Robotic Process Automation
  • IVR and Skills-Based Routing
  • Visual Aids – Co-Browsing, Video and Visual IVR
  • Proactive Outbound Service
  • Anticipation of Customer Needs
  • Knowledge Workers
  • Training
  • Agent Empowerment
  • Incentives
  • Scripting
  • Long-term solutions having the most positive effect on first-contact resolution

World-class research, data and insights into the contact centre and CX industries