Insights & Impact episode 6: Acing First Call Resolution (FCR)

By Matt McGillicuddy
26 Jun 2023

3 min read

Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics and, in this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.

Acing First Call Resolution (FCR) is key for any contact centre leader keen to provide the best possible customer experiences. And the better the FCR rate, the more efficient the contact centre will be which means being in the CFO's good books, which is always a win!

The FCR rate varies from industry to industry, but a good benchmark is around 70% - 79%. Anything below 70% needs improvement, and we’ve got you covered with lots of tips and tricks. Listen in for the full low down.

As Chris explains in this episode, improving your FCR rate is all down to understanding why you’ve got repeat callers. Using Conversation Analytics, you can isolate the themes and topics causing repeat callers. Once you’ve got the intel on what’s causing the friction points in the customer journey, it’ll make it a whole load easier to take action.

Whether it’s a case of updating FAQs or refining agent training, improving your First Call Resolution rate should be front of mind. All in all, FCR is a surefire way to reduce contact centre costs and improve the customer experience. Both are key factors at a time when competition is rife and budget cuts are abundant!

Want to learn more about how Conversation Analytics can improve your FCR rates?

Start a conversation with us today.