Attaining an improved FCR score is the goal of many contact centers as this element highly impacts the center’s performance score. Here are some of the common ways in which you can attain a higher FCR for your contact center.

1. First Call
Resolution [FCR]
Score
Tips To
Improve Your
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2. FCR score refers to the number of times the issues
reported by the customers were resolved at the very first
call or interaction they had with the executives at the
contact center.
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This interaction is not just limited to a phone call and can
take multiple forms such as chat, email, text and social
media.
While FCR is often considered to impact a customer’s
satisfaction score, the score can also affect a customer’s
loyalty towards the brand, his/her performance and
efficiency, and the organization’s overall profitability.

3. Identify And Fix
The Issues
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01In case of a poor FCR score, identifying the reasons
behind any delay in resolving customer queries at
the first contact is important.
All this information can be collected by analyzing
the data and call logs, talking to the agents and
listening to call recordings.
Once these issues are identified, it is best to begin
fixing the issues and also adopt a preventive
approach that can help deter the issues before they
actually occur.

4. Comprehend Your
Customers’ Needs
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For a company, it is always better to know their
customers’ needs and preferences.
Doing so would enable an easy segmentation of the
customers into different groups that will be done on
the basis of factors like demographics, education or
interest.
This, in turn, can make it easier to comprehend
their needs and collect the relevant information as
required.

5. Improve Your Support
Structure
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03A set of right tools and software combined with a
clear understanding of the customers, delegation of
each issue to a different support level and alteration
of routing algorithm can help in improving the FCR
score.
Cross-training the agents to handle more than one
type of calls can also act as a great trick. Doing so
would enable the best utilization of the available
resources, specifically in case of fluctuating call
volume.

6. Total Contact
Ownership
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This is the process in which an agent is held
responsible for a particular call that he/she manages
from the start to the end.
Following this approach will not only improve the
FCR score but will also inspire the agents to act
more professionally, aim towards attaining customer
satisfaction and enhance brand awareness.

7. Restructure Your
Internal Processes
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05This can begin with the process of identifying the
inefficient processes and procedures that can be
replaced or eliminated for other efficient processes.
Adjusting the routing of the calls and making sure
that every individual’s time is utilized to its best are
the best ways to attain an unsurpassed FCR score.

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From working solely towards improving their product line,
many organizations have also started to work towards
improving their FCR score, Net Promoter Score (NPS) and
other metrics that define their performance.
This is done after analyzing that focusing solely on a single
factor will never reap as impressive results as working
towards attaining overall performance improvement.
Therefore, dedicate the required time, energy and
resources to consistently improve your FCR score and you
will surely be able to attain maximum customer
satisfaction.

9. Contact Center
Solutions
Back Office
Operations
Speech Analytics
Process
Improvement
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