Skip to main content

How do you measure First Call Resolution?


Probably the first question to answer is “What is FCR?” – In its simplest form it is a measurement used by most technical call centres to determine how often a customer’s call is resolved at the first interaction.

Measuring FCR

Now while this statement is fairly easy to make ... measuring it gets a bit difficult as you can well imagine.  Measuring this correctly depends on how you are tracking customer issues – if you are able to correlate the customers to their issues you should be able to pull reports that inform you if/when a customer issue is re-opened and that metric would apply as a negative value.  If you do not have such a tool available or in house, measurement gets significantly more difficult.

In addition, you must account for time of reports and the potential of customers re-opening closed issues incorrectly.

As I’ve mentioned, you need to determine an appropriate time frame as customers will often utilize the same (fixed) issue when reporting a new issue regardless of if the issue has re-occurred or not.  In addition, you should track if a customer does not verify/dispute a fix in a specific time frame.  As a starting point, you should aim for 5-10 days as your target time frame.  Any reports after this period in time would count as a new issue.

If you are unable to correlate customer reports by a CRM system (see this good review on JIRA), you might be able to pull information from your phone system or ACD/IVR system although this does get a little bit more difficult and complicated.  Another option of course is via email addresses.


Now in addition to measuring from a customer report perspective, you can also utilize Customer Survey’s to determine what the FCR is.  However, this is a very “subjective” measurement as it is very dependent on the customers mindset and viewpoint and might be unrelated to the question being asked.

What is it good for?

Is FCR a useful metric?  By itself it probably isn’t.  FCR is dependent on historical data and trending.  The goal at all times should be to improve the FCR that you are providing to your customer as that ensures they are getting a speedy and useful resolution to all of their issues at their first call.  So if you initial measurement of FCR is 80% (i.e. 80% of issues resolved at the first call) your goal should be to aim for 85% in a reasonable time frame, and so on as time progresses.

In addition to the goal of improving the FCR %’age, you also need to determine and this is where your reports come in useful – why are your customers calling?  More than likely you will find that the 80/20 rule applies here – i.e. 80% of your contacts are due to 20 issues.  If you can focus on those 20 issues, you will drive down your overall quantity of issues quite significantly.

Post a Comment

Popular posts from this blog

The Difference Between Incident Managment and Problem Management

Incident Management and Problem Management are both key components of the ITIL service model and have been defined and created in an effort to provide a better and more streamlined service to consumers.
ITIL itself stands for the - Information Technology Infrastructure Library - and comprises of the following books:
ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service ImprovementIncident Management and Problem Management are both elements of the fourth volume - ITIL Service Operation, which tries to define the best practice for dealing with interruptions to a customers service. What is an Incident? An incident is a single - unique - issue impacting one specific customer and their service. While there can be many similar incidents impacting multiple customers, each of them are in their fashion unique and need to be logged and treated as such.
An example of an incident is you losing your home Internet connection. While the underly…

What is PRINCE2

PRINCE2 stands for PRojects IN Controlled Environments and is a very popular method for effective Project Management.  PROJECT MANAGEMENTWhile PRINCE2 is one way of managing Projects, it is worthwhile defining what exactly a project is and why it needs management in the first place! 


A project is specific task/role that needs to be completed to meet certain objectives. In a managed project, you would have a defined beginning and end and certain "check points" throughout the process itself to ensure that you were on target to meet your overall objectives.

These checkpoints are referred to as "gates" and at each gate, you would have certain deliverable and targets to check your progress against. By managing a project in this fashion, you are able to ensure that you stay on track and that any issues or concerns are identified and dealt with at an early stage of the process versus waiting till the end.

The defined "end" to a project is necessary as it creates …

THE 4 P'S OF SERVICE STRATEGY

Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That's why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results.

ITIL discusses at length the four “Ps” of strategy- perspective, position, plan and pattern, each of which represents a different way to approach your service strategy. Brief summaries are provided here: Perspective - This is basically the vision statement of an organization.  Why is it in business, why is it doing what it is doing?  What are the plans and ideas for the future and how does the organization interact with its customers?  A perspective cements a service provider’s distinctiveness in the minds of the employees and customersPositions - What is the competitive landscape and how will the organization compete with other similar providers?  What is the key distinction between them and oth…

8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE

In a similar fashion to interviewing and hiring people - the hardest and most expensive exercise is getting the right employee - getting people back into the door is exactly the same.  You want that repeat custom as that is what will save you money in your marketing and advertising.  One of the key components to this in addition to the quality of the product itself is the customer service that you provide to the customer in their purchasing and ordering decisions.  You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. 
Good customer service should be thought of as re…