The Importance of First Contact Resolution in 24/7 Call Centers

OABPO Blog Team Published on September 26, 2013 Last updated on April 15, 2022

First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers.

Customers naturally want their issues to be resolved quickly in one call. It’s often a frustrating experience to have to call back for the same issue and repeat the details to a different person from another department.

FCR is one metric that is dangerous to ignore. It’s vital for the success of your call center. Here’s why:

  • High Customer Satisfaction

    excited 247 call center customer calling in

    Customers are satisfied when their questions are sufficiently answered, and their issues promptly resolved during the first call.

    A study by the Service Quality Management Group showed that 1% improvement in FCR corresponds to a 1% improvement in customer satisfaction.

    Happy customers are more likely to remain loyal to a brand, a factor that drives future purchases. They are also more receptive to up-sell or cross-sell opportunities that are beneficial to them.

  • Reduced Costs

    247 call center customer savings ceo piggybank coinbank

    FCR reduces the number of unnecessary repeat calls in 24/7 call centers, which, when added up, can mean significant cost savings.

    On the other hand, if a call center takes about two to three touchpoints to resolve a single issue, more staffing is needed to accommodate the subsequent calls, which then inflates operating costs.

  • Improved Agent Retention

    247 call center rep answering caller

    Repeat calls are frustrating for both customers and customer service representatives. By evaluating and improving FCR rates, the call center can assess the agents’ performances and then fill in weak spots in their skill set for better performance.

    As agents become more capable of resolving issues on the initial contact, their morale and confidence increases. They feel good about themselves and their contribution to the company, which improves retention rates.

A high rate of first contact resolution has short- and long-term benefits.

In particular, it keeps customers satisfied and also improves the operations of the call center for a higher bottomline.

Raise customers satisfied by outsourcing to Open Access BPO. Our reps are trained to provide high quality customer care, technical support, and both back office and knowledge process support across different channels, 24/7. Contact us today to get started.
 

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Open Access BPO actively promotes community involvement in the workplace by supporting the annual blood donation activity among other causes.

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