Solving your customer’s problem quickly and efficiently is the entire support team’s goal, do you agree?
When a customer is affected by a problem, he or she usually feels dissatisfied.
In this way, when the company can resolve this friction in the first contact, the customer feels more relaxed and sees in his company a more significant commitment to satisfy his wishes as a consumer.
It is worth remembering that a customer who achieves the desired result buys more from your company and still becomes a promoter of your brand, increasing your business’s visibility.
In short, the concept of FCR or First Call Resolution is very simple. A single contact between the support and the customer is enough for a problem to be solved.
The importance of this metric
When measuring FCR rates, you will be measuring the autonomy of your support team to solve problems in a single interaction, eliminating the need to contact you again.
And, also, the degree of complexity (or simplicity) of your company’s processes.
By solving your customer’s problems with a single contact, you lower the costs of servicing that customer.
This way, eliminating the need for the customer to accompany a second call.
How to calculate first contact resolution
After performing the service, it is essential to apply a satisfaction survey right after the closing.
You could ask your customer if the problem was resolved in that contact.
Then, performing the FCR calculation is very simple. Divide the number of resolutions by the number of requests.
Let’s assume that your company had 200 tickets (requests) open, and of those requests, 120 were resolved at the first point of contact.
That way, you need to divide the number of resolutions by requests.
In this case: 120/200 = 0.6
To express this metric as a percentage, multiply by 100.
0.6 × 100 = 60%
FCR = Total cases resolved / total number of cases x 100
Benefits of measuring first contact resolution
The Customer Management Institute conducted an FCR study and noted a direct correlation between resolution at the first point of contact and customer satisfaction.
75% of respondents reported that the increase in FCR resulted in a real increase in companies’ NPS.
In this way, reducing your customer’s effort increases the chances of becoming loyal to your product.
FCR is directly linked to the satisfaction of its external customers but also its employees.
Increasing your first contact resolution rate makes your team more efficient.
Also, by measuring the FCR, you will have the ability to identify problems that prevent faster resolution.
This metric also helps you in structuring or adjusting the customer journey; you understands the process that takes your customer to open a support request.
From the moment the problems are identified, it is necessary that they can be solved more quickly, improving your customer’s experience.