How to calculate first call resolution rate
The formula to calculate first call resolution is as follows:
FCR= (Resolved cases/Number of cases) x 100
You can find your first call resolution rate for any given period. For instance, if you resolved 500 cases this month and there were 700 cases, your first call resolution rate would be 71%.
What is a good FCR performance rate?
A good first contact resolution rate depends on your business, market, and customers. Some businesses may have more complex customer issues.
For instance, an e-commerce company might handle consumer inquiries about shipping and delivery. But a B2B company might have to deal with customer service issues regarding broken equipment, which may take longer to resolve.
In general, a good first call resolution rate is around 75%. However, while striving to improve your FCR, you should understand it's not the only metric that tells you how effective your customer service teams are.
Quality customer service is always more important than your metrics. It may take several calls with a customer to ensure they're satisfied with your product or service but aim to solve your customer's inquiries the first time around.
How to improve first call resolution
Improving your first call resolution can increase customer satisfaction and retention. However, building your customer service strategy can take time because you must identify common patterns and devise processes that enable you to streamline your efforts.
Follow these first call resolution best practices to improve your customer service:
Set clear expectations
Your customer service team should have clear expectations for the metrics you're tracking. By telling them you're aiming for a certain first call resolution ratio, you can help them track their customer service calls better.
Of course, you shouldn't put too much emphasis on metrics; make sure your agents understand that customer satisfaction is more important than the number of calls it takes to make customers happy.
Provide ongoing training for employees
Customer service agents should be provided with ongoing training to ensure they have enough information to effectively serve customers.
For instance, if you launch a new product, you must ensure your employees understand its features and how it works to walk customers through troubleshooting. Additionally, you should provide them with scripts to help them provide a cohesive support experience for every customer.
Monitor and measure performance
Monitoring and measuring your performance is the only way to know if your first call resolution efforts are succeeding.
Of course, some days will be better than others, so don’t focus too much on looking at daily metrics. Instead, look at this metric monthly and quarterly to ensure you're improving or maintaining a good first call resolution ratio.
The best way to measure your performance and ensure your customers are satisfied is to send customer surveys after each resolved customer service inquiry. With customer feedback, you can find new ways to resolve issues faster while making them happier.
Use technology to streamline the process
First call resolution doesn't just affect call rate. We live in a digital world, and your customer service team needs to be armed with the tools they can use to best serve customers, which may mean chatbots, ticketing software, customer relationship management (CRM) software, and social media. Using customer service platforms can integrate your different tools into one dashboard, allowing agents to resolve issues faster.
Additionally, these platforms can provide key metrics to help you transform your customer service experience and serve customers better.
Create a customer-centric culture
An important first call resolution tip to increase your FCR rates is to adopt a customer-first customer service philosophy.
A customer-centric business strategy puts the customers at the forefront of your business, making it easier to solve issues and prevent them in the first place. When your customers know you care about them, they'll be more satisfied with the products and resolution options you provide.
Deliver exceptional customer service with First Call Resolution
First contact resolution is just one customer service metric that can help you satisfy customers more efficiently while measuring the performance of your customer service strategy.
Whether you use chatbots, live chat, social media, a ticketing system, phone calls, email, or all of the above, you must measure how quickly you can resolve issues and find ways to improve your first call resolution ratio.
Gathering feedback is one of the best ways to learn about customer experiences with your customer service team. Use Mailchimp to generate customer surveys to collect the valuable feedback you need to support your customer service efforts.