The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

The correct answer is C. First Contact Resolution (FCR) Rate. To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for…

Reporting and Analytics for Contact Centers

Question

Options

ANumber of Escalated Cases
BAgent Average AHT
CFirst Contact Resolution (FCR) Rate
DCustomer Effort Score (CES)

How the community answered

(21 responses)

A
10% (2)
C
86% (18)
D
5% (1)

Explanation

To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.

Topics

#first contact resolution#FCR#KPI#contact center metrics

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