Advanced First Contact Resolution calculator
The impact of improving your First Contact Resolution
The First Call Resolution rate is the percentage of customer service calls solved during the first contact with a support team.
If customers have to call the support team again, it will yield another contact and extra effort for the customer and the customer support team. Customers’ extra efforts reduce customer support experience while increasing customer support costs.
By improving your FCR ratio, you can reduce the number of incoming contacts, thus reducing the resources needed to handle ticket flow.
This could help you to reduce support costs by reducing expensive resources or using extra time and resources to improve service levels. For example, shortening the queue will improve the quantifiable customer experience.
While there will be fewer tickets and happier customers, it will also positively impact the agent experience, yielding other direct and indirect benefits that are not the focus of this calculation example.
Advanced FCR Calculator
Reduce your support cost and improve customer experience by improving your FCR with Surveypal Insights!