Learning how to measure your first call resolution (FCR) rate, also known as first contact resolution rate (FCR), is an important skill for data-driven, customer-centric customer service teams.
After all, learning how to measure FCR is the very first step you’ll need to take if you want to improve your first call resolution rate. And boosting your FCR is the right thing to do, especially if you’d like to drive important business outcomes, such as customer satisfaction (CSAT), revenue, and operational efficiency, all while saving your organization time and money.
To start measuring first call resolution for your company, you’ll first need to figure out which method and tools you’ll be using to keep track of this critical metric on an ongoing basis.
Once you do, you’ll be poised to gather the insights you need to understand your customer service team performance and identify opportunities to streamline your processes to make the most out of your resources and elevate your CSAT score.
The 2 Steps You Need to Take to Measure First Call Resolution Rate
Step 1: Keep Track of Customer Calls, Identifying Which Ones Get Resolved on the First Contact and Which Do Not
Of all of the customer outreach that your company receives across channels — via phone calls, texts, live chat, emails, social media, and more — is your team currently keeping track of which inquiries are being resolved at the first point of contact, and which are not? This is the first step you’ll need to take to measure your FCR rate accurately.
Some of the common approaches used to determine whether customer questions and comments are being completely addressed during the first outreach include:
- Using voice of the customer surveys powered by real-time customer feedback platforms like Stella Connect, enabling companies to ask customers questions like, “Did we resolve your problem today?” in the moment, as soon as a ticket is closed, to capture not only FCR but also other key agent-level feedback.
- Conducting QA audits, with QA team members reviewing customer service interactions to determine whether the customer’s concern gets fully addressed within the first conversation.
- Sending follow-up emails to customers to ask them if your team has successfully addressed their issue. The important thing here is to make sure these email follow-ups are timely, otherwise the data you’re able to gather won’t be as complete or reliable.
Step 2: Calculate Your First Call Resolution Rate
Once you know which customer inquiries have been resolved on the first contact (and which haven’t), the math for calculating your company’s FCR rate is straightforward.
Here’s a handy formula you can immediately put into action to find out your rate for any given timeframe:
While the average FCR rate across industries is about 74%, working to grow your company’s FCR rate over time and striving to achieve a 100% FCR rate could help you deliver thousands of dollars in savings on an annual basis.
Advance Beyond Knowing How to Measure First Call Resolution Rate to Improving FCR and Other KPIs
When leading motorcycle parts and accessories brand and Stella Connect client RevZilla wanted to find ways to deliver the optimal customer experience, the company developed a strategy that put measuring and increasing customer service team performance metrics like FCR at the front and center of their efforts.
By teaming up with Stella Connect to leverage our real-time customer feedback solutions to provide enhanced training and support for the company’s front-line agents, RevZilla has been able to not only deliver an impressive 15% jump in first contact resolution rate as well as realize hundreds of thousands in cost savings.
Interested in learning more about how Stella Connect can help your team strengthen your FCR rate and more? Schedule your demo today.