First call resolution

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First call resolution or first contact resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. FCR is one of the most-watched metrics and considered the most important call center industry metric. Ideally, the FCR definition means no repeat calls or contacts are required from the initial call or contact reason from a customer perspective. The difference between first call resolution and first contact resolution is the contact channels measured for FCR (e.g., interactive voice response, chat, email, website, call center). The first call resolution metric name measures FCR for a call center. The first contact resolution metric name measures FCR for any contact channel. There are numerous external and internal methods for measuring FCR. Internal methods measuring operational performance include agent logging, speech analytics, quality monitoring, reopened issues,...

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