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Why it matters most, how to measure it and improve it!
By Mike Desmarais, President, Service Quality Management Group

While call center managers are generally aware of first-call resolution (FCR) as a measure of call center performance, most call center managers still do not fully understand FCR´s real impact on their call center and organizational performance. In addition, most call center managers struggle with how to measure and improve their FCR performance. Service Quality Management (SQM)´s assessment is based on its 2005 benchmarking study of over 250 leading North American call centers, in which SQM surveyed over 200,000 customers who called a call center and surveyed 18,500 employees who work in a call center. This paper is designed to explain why FCR matters most for impacting a call center´s performance. Also, SQM shares methods on how to measure and improve call center FCR performance.