First Call Resolution (FCR) metrics are quickly becoming the norm in the contact center. More than 80% of all attendees in the session “What Exactly is FCR, and How Do I Measure It?” are already tracking FCR and many are experiencing rates above 90%, which, by all indicators, is an excellent result.

The main goal of the session was to discuss and define a FCR framework for success. The key takeaways included:

Key Take-Aways:

• New approaches above and beyond conventional wisdom
• A real framework for FCR
• Action steps to define internal and external techniques to measure FCR
• A template to build a FCR business case
• FCR best practices and success factors.

Defining FCR was the first challenge attendees had to tackle. The discussion generated the interesting ideas:

• FCR should consider not only the caller’s opinion but also the business point of view
• Depending on the business and circumstances, do customers always expect FCR?
• Instead of FCR, shouldn’t we focus on Contact Resolution?
• Should transfers count when analyzing FCR?
• If a customer first calls the branch and then the call center, do we consider it a FCR?

The main conclusion of the first group exercise was that FCR does not have a Universal definition and it is highly dependent on the business, product and company procedures.

The second part of the session focused on developing a reference framework for FCR.  The groups discussed aspects that contribute to a FCR successful strategy.  The topics covered included:

• Defining the main benefits of measuring FCR.
• Defining best practices for FCR covering agents, compensation, customers and technology.
• Defining potential savings from increasing FCR rates.
• Identifying external/internal approaches to measure FCR.

The combined knowledge of people with different backgrounds and different industries turned these discussions into a rich experience with unique ideas and proposals to address FCR. It also helped build a framework that reflects the most advanced best practices followed in contact centers across the US. The result of this amazing brainstorming is available here .