First call resolution (FCR), now often called "first contact resolution" expanded to reflect the potential for the use of additional channels (e.g, chat) to reach a contact centre, is commonly used as a key performance indicator of contact centre effectiveness. FCR measures the ability of the contact centre to resolve the incoming inquiry on the first attempt. Improvements in FCR often result in improvements in other key performance indicators, such as customer satisfaction and lower costs of resolving customer issues.
To improve first-contact resolution, the use of skills-based routing to route inquiries to the appropriate agent can increase the likelihood of an inquiry being addressed correctly with no need for follow-up. CRM integration that provides agents with appropriate and personalised customer information also makes it easier for agents to understand the context of customer inquiries and provide an effective resolution.
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