The Importance of First Contact Resolution

First Contact Resolution (FCR) means you resolve your customer issues and concerns at first contact without the need to follow up. It’s one element of customer service that helps measure your support team’s efficiency. 

Customers expect your support team to know how to resolve their issues. Where your support team resolves a customer issue effectively, they earn that customer’s trust and loyalty. 

In addition, there are three other reasons to consistently practice FCR: 

  1. Improved customer retention

There are two major reasons customers leave. First, is a delay in resolving their complaint or issue. The second is because of a bad experience with your support team. Resolving a customer issue or concern at first contact can mean the difference between keeping them or not. 

  1. It turns a bad experience into a positive one

Question: how can you benefit from irate customers? One way is by providing a quick and appropriate resolution. Turning a negative experience into a positive one via great customer service can turn an angry customer into a promoter of your products and services. 

  1. Improved productivity 

Providing FCR means a low ‘averaging holding time’ for your customers. It enables your support team to increase their productivity. The sooner they resolve a customer’s problem, the faster they can move on to the next. FCR improves your support team’s productivity and boosts your profitability. 

FCR reveals how efficient your support team is at resolving customer issues. It also reveals their ability to accommodate an increase in tickets or customer cases. In addition, FCR plays a key role in fostering customer relations and retention. 

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