The Elusive First-Call Resolution

Posted by Ryan Poissant on July 29, 2010 · Leave a Comment

We all want to answer every question, with the right solution, at the first point of interaction, regardless of channel. Everyone looks to FCR as an indicator of productivity and everyone knows that it plays a major role in determining your overall service and support costs.  So if we’re all so focused on it, why is it so difficult?

Well, sometimes the information requires just isn’t available to the agent and/or requires some additional subject matter expertise. Sometimes that’s a technology issue, sometimes a process issue, agent issue, and on and on.

Support industry veteran, Bill Rose, VP of Services Research, at the TSIA wrote a great post on why FCR is so difficult to achieve, Fifeteen Factors Affecting First Call Resolution.

Any of these sound familiar?  Any other challenges you’re currently wrestling with?

Tags: customer service