In recent years, First Call Resolution (FCR) has emerged as a critical element for contact centers looking to become more customer centric.
The FCR metric focuses on how well a contact center handles customer requests the first time, and most organizations agree that it is the only true metric that delivers a clear measurement of their effectiveness and customer satisfaction level.
For contact center managers, improving FCR presents the unique opportunity to lower costs, increase revenue and improve customer retention--a triple play of benefits not found with any other metric. Industry analysts who research the contact center space recognize these benefits and the intrinsic value of FCR.
Source: CRM Buyer, http://crmbuyer.com