The Importance of
First Call Resolution
Presented by Liz Amaral
Sr. Director of Product Marketing, Enkata
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Why Measure First Call Resolution?
• Save $$: Eliminating repeat calls also reduces
contact center expenses (over 30% of incoming
calls are repeats!)
• Increase Satisfaction: FCR is highly correlated with
customer loyalty and satisfaction
• Align with Corporate Objectives: Shift from agent
efficiency to customer-centricity
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Defining First Call Resolution is Simple
The customer’s inquiry or problem is resolved in one call
FCR Rate = First Calls Without Repeats*
All First Calls
* How do you determine whether a call is a repeat?
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Measuring FCR is Difficult
Essential Criteria for FCR Measurement

Same Customer

 Name
 Account number

Same Reason for the Interaction
 Billing Issue
 PIN Reset
 Complaint
Precise Window of Time
 Hour
 Day

Across Agents & Channels
 Agent who handled the call
(including transfers)
 Self-service vs. agent-handled
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Many Methods for Measuring FCR:
Only Analytics are Accurate and Actionable
Only FCR Analytics:
• Covers all calls or contacts
with a high degree of accuracy
• Provides actionable, trusted
data based on individual agent
performance
• Captures the full sequence of
customer interactions,
including transfers
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Measuring is not Enough: Impact FCR Through
Continuous Improvement at Two Levels
Micro Level –
Performance Management
Macro Level –
Actionable Analytics
1 - Monitor
• Executives
monitor
performance of
sites
3 - Improve
• Organization
rolls out
updated
policies or
procedures
2 - Identify
• Analyst
identifies
opportunities
for process or
policy
improvements
8
Case Study: Analytics-Powered Performance
Management Eliminated Repeat Calls
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How Chase Eliminated Repeat Calls
Step 1: Executives committed to improving FCR
Step 2: Consolidated data and implemented FCR analytics
Step 3: Established baseline FCR at pilot sites
Step 4: Introduced Performance Management system &
modified incentives at pilot sites
Step 5: Supervisors monitored agents and provided targeted
coaching & training based on individual call mix
Step 6: Agents improved skills/knowledge, increased individual
FCR metrics vs. baseline (and peers at other sites)
Step 7: Identified and adjusted marketing processes causing
repeats
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What to Consider for Your FCR Program
• How do you measure FCR?
– Across 100% of calls (or all channels)
– Same customer, same problem, specified time frame
– Agent accountability
• How do you improve FCR?
–
–
–
–
–
Compare agents to peers at most granular level (call mix)
Deliver targeted coaching based on specific calls causing repeats
Incent agents on reducing repeats (balanced with efficiency metrics)
Identify and fix process/policy issues causing repeat calls
Implement an automated system for continuous improvement vs.
one time fix