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Posted on April 17, 2025 by lcasite

Strategies to improve first call resolution stats: III

1. Avoid conflicting metrics:

Call centers make use of a number of metrics to determine quality and profitability.  Some of these metrics are business oriented and others are customer oriented. In order to boost the first call resolution stats, the metrics provided by the call center should be clear enough in order to avoid any confusion. Let’s take an example of conflicting metrics: If the focus is on reducing the time per call the call centers might find FCR rates falling as agents would be looking to wrap up the call as soon as possible, irrespective of the customer issues. Thus, the call center metrics should be exempted of all sorts of confusions.

Call center metrics
Call center metrics

2. Make use of agent feedback:

Agent feedback is yet another tactic of improving first call resolution stats. This requires instituting a system of soliciting feedback from your agents. Since they deal with customers all day long, they can provide insights on what changes can be made to improve FCR rate. These agent feedbacks can be used to ask about workflow, systems and processes that need to be tweaked or implemented to achieve higher rates.

Feedback from agents
Feedback from agents

3. Ensure the proper functioning of your IVR system:

A properly functioning IVR system is highly recommended for improving first call resolution rates. It exempts customer frustration so that do not hang up. Moreover, this improves the efficiency of the call center system.

Cloud IVR

4. Ensure proper resource access to the agents:

There are instances where given the dozens of applications agents need to deal with on each call, they aren’t able to quickly access that information. This causes customers to be transferred multiple times which further leads to customer dissatisfaction. Another common hurdle to first call resolution is that agents are not given the authority to deal with issues beyond the basic, such as dealing with returns, offering discounts, etc. and then the customer call gets forwarded. Therefore, providing proper access to resources can help your agents work efficiently and hence increase FCR stats.

Access to required resources
Access to required resources
Categories24/7 customer support, 24/7 live chat agents, improve customer support, live chat agents, live chat for the e-commerce website, live chat for website, live chat support for website, proactive chat for website, Uncategorized Tagsagents, call resolution, calls, customers, FCR

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