Less Than Half of Contact Centres Measure First Contact Resolution

According to our poll, just 41% of contact centres measure First Contact Resolution (FCR), with over half, 52%, of contact centre professionals confirming that they do not. The remaining 7% were not certain.

Whilst this may come as a suprise, it is possible that contact centres use other metrics to calculate call success, with repeat contacts being a possible alternative.

Poll – “Do you measure FCR in your Contact Centre?” – answers

Yes – 15%
No – 21%
Not Certain – 28%

Source: Call Centre Helper Webinar Poll – Building A Culture Of Continuous Improvement     Sample size – 62     Date: January 2017