First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. 

Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.

Why does First Call Resolution (FCR) matter?

When you reach out for help or support, if you’re like 95% of consumers, you expect a speedy resolution on the first contact. Resolving customer issues quickly and effectively has real business implications: 

• For every 1% improvement in FCR, you reduce your operating costs by 1%.
• 95% of customers will continue to do business with the organization when FCR is achieved.
• For every 1% improvement in FCR, there is a 1% improvement in customer satisfaction and a 2.5% improvement in employee satisfaction.
• When a customer's call is resolved, the cross-selling acceptance rate increases by 20%.

7 ways to improve First Call Resolution (FCR)

1. Empower your agents

To resolve issues on the first call, agents need the right tools, information, and authority. Make sure your team has access to a comprehensive knowledge base and has the technology and tools they need — like co-browsing and screen sharing — to be successful. Additionally, empower them to make decisions, such as offering discounts or refunds, without needing to escalate the issue to a supervisor.

2. Improve communication skills

Clear and effective communication is crucial for FCR. Train your agents in active listening, empathy, and concise communication. Encouraging them to summarize the customer’s issue and confirm understanding before offering a solution can prevent misunderstandings that lead to repeat calls.

Read: Creating authentic human connections in a digital world

3. Use AI (but only when it makes sense)

Leverage AI-driven analytics and chatbots to assist in resolving issues more efficiently. Chatbots may be the fastest path to a solution, but know when it’s time to escalate the issue to a representative. AI can provide agents with real-time suggestions and next-best actions based on the customer's inquiry, improving the likelihood of a first-call resolution.

Read: 6 tips to get started with contact center AI

4. Monitor and analyze call data

Regularly review call data to identify common issues that lead to repeat calls. By understanding the root causes, you can adjust training programs or improve processes to prevent these issues from recurring. Monitoring can also help you recognize trends and proactively address them.

5. Create a collaborative environment

Encourage collaboration between different departments. Sometimes, the solution to a customer’s problem might require input from other areas of the business. A collaborative environment ensures that agents can quickly get the information they need to resolve issues without transferring the call.

6. Solicit customer feedback

After each interaction, ask customers for feedback on their experience. This will not only help you measure FCR rates accurately but also give you insights into what’s working and what isn’t. Use this feedback to continuously refine your processes and training.

7. Take customers on digital ridealongs

Instead of digital deflection, offer digital ridealongs using Guided Customer Experience (CX) solutions like co-browsing or screen sharing. By transforming customer interactions into collaborative ridealongs rather than solitary journeys, customers receive the assistance they need, agents gain a deeper understanding of issues, and both parties enjoy a more meaningful connection. 

Organizations using Glance Guided CX solutions boast a 90% FCR. Industry standard is 70-79% and the average is 68%, according to SQM Group. Glance is proven to improve the experience for both customers and representatives, which leads to more satisfied customers who are less likely to need to follow up. 

Try Glance Guided CX 

Explore how Glance’s Guided CX solutions can empower your agents, improve customer satisfaction, and help boost your FCR rates. Request a demo today and take a step toward happier customers and a more efficient contact center.

Improving FCR rates in your contact center is not just about efficiency—it’s about creating a better experience for your customers. By empowering your agents, leveraging technology, and continuously refining your processes, you can significantly enhance your FCR rates, leading to happier customers and a more efficient contact center.