Keys to Improving First Call Resolution in Your Contact Center
Once you have conducted a first call resolution (FCR) analysis, you can start looking for methods to improve FCR. Below is a list of 11 ways to help you improve FCR:
1. Understand Your Issues and Fix Them
After you have conducted an first call resolution analysis, it is important to conduct a root cause analysis on the calls that were not resolved on first contact. A good root cause analysis will help to identify trends, pinpoint inefficiencies and can inform data-driven decision making.