First Call Resolution or FCR as it is commonly known in call centers has evolved as a key parameter to measure the efficiency of a process.
Some companies call it FTR or First Time Resolution
Let me first give you the basic definition and calculation of First Call Resolution.
FCR is defined as the number of calls answered by an executive which were not escalated or the customer did not have to callback the helpline for the same concern for a specific interval of time. That is customers concern was resolved in the first call itself.
Calculation of FCR
FCR = Total number of calls received only once during an interval / total number of calls received during that interval
I know this is a little confusing so let’s understand it with an example
Suppose during a specific day 3 customers Tom, John and betty call up the helpline of their mobile operator.
Tom calls and enquires about his monthly bill and is given complete details.
John calls and complains that his mobile is not working. The executive tells him to wait for an hour and his concern will be resolved.
After waiting for an hour John again calls back and informs that his mobile is still not working. This time the executive tells him to change some settings on his handset and it starts working.
Betty calls to get some service activated on her phone and the executive helps her with that.
Now in the above example Tom’s and Betty’s call will be considered as FCR but John’s calls will not be considered as first call resolution as he had to call twice for the same concern.
So FCR in this case = 2/4= 50%
Let me change the scenario a little, suppose the executive handling John’s first call had got the settings done and his mobile started working. In this case John would not have called back after one hour and so the FCR would be 3/3= 100%
Keep in mind that FCR is a subjective parameter and different companies calculate it differently. For example some companies do not consider the nature of inquiry while considering the repeat call. Say if John had called twice for two different inquiries unrelated to each other still his calls will be taken as repeat calls. That is because according to some companies the executive should have probed and anticipated the next call. Whereas some companies consider only calls related to the same concern as repeat calls and not unrelated calls even if they are from same customer.
Another variable is the time difference between two calls from the same customer. For considering a call to be repeat or non FCR some companies consider 24 hours from the first call to be the ideal threshold whereas it may vary from industry to industry.
Another critical parameter that you would want to know is Call Center Service Level : Definition and Calculation
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