First Contact Resolution (FCR) refers to a key Performance Indicator (KPI) that measures the ability of a customer support team to resolve a customer's inquiry or issue during their initial contact with the customer service channels. FCR aims to resolve customer problems efficiently, reducing the need for subsequent contacts or escalations.

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FCR in Digital Care Service

In the context of Digital, FCR in digital channels, such as live chat, email, or self-service portals, refers to successfully resolving customer queries or issues within the first interaction through these digital channels. It emphasizes the importance of providing accurate and timely responses, addressing customer concerns, and ensuring customer satisfaction through the digital support channels.

FCR for digital channels are calculated using Custom Field tagging or Macro Application.

i) Custom Field tagging:

Upon closing a case, if the Agent receives a Fan message, a flag is subsequently set to indicate the reopening of a case. All the cases with this flag are classified as a Non FCR case.

ii) Macro Application:

If the Agent receives a Fan message, upon closing a case, he/she applies a 'Reopen' macro. All the cases in which 'Reopen' macro applies is classified as a Non FCR case.

FCR in Voice Care Service:

In the context of Voice, FCR relates to resolving customer inquiries or issues during the first phone call or voice interaction with a customer service representative. This involves providing the necessary information, troubleshooting assistance, or resolving the customer's concerns promptly and effectively, thereby reducing the need for the customer to make subsequent calls or engage in further interactions. FCR for Voice channel is calculated and is explained below.​

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Scenario 1

Call Level FCR

Case - A

Number of Calls - 3

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In this example, for agents A and B, who had attended the 1st & 2nd calls of the case, FCR is 0% since there has been a repeat call for both of them, and for C, who attended the last call of the case, FCR is 100%.

So, when another call takes place, FCR will be 0% for the agent who participated in the previous call.

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Scenario 2

Overall Agent FCR

If an agent has attended 10 calls, of which 6 are on 100% FCR, then the agent’s overall FCR will be 60%.

For example, in the image below, the first agent Sunita Verma received 120 unique customers, of which 81 are repeat customers. This means that 67.5% (failure%) of customers had to call back the organization for the same inquiry or issue.

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Spot the Time Until Next Call (Agent) metric to view the time duration until the repeat call. To learn more about getting this capability enabled, please work with your Success Manager.

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Internal note:

Use these DPs:

CAPTURE_NEXT_CALL_TIME_ON_CASE

CAPTURE_NEXT_CALL_TIME

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