To know how your customer support is doing, you need to measure their performance. One of the first few metrics that you’d be looking at is the First Call Resolution (FCR) rate. FCR by definition refers to resolving a customer’s issue in a single interaction, without your customer having to follow up or contact you again. And it’s an important metric because it tells you how efficient you are, how quick you are, and how much you know the product.
In this infographic, we illustrate 15 best practices to improve your FCR. Take a look and let us know which ones worked for you.
*Illustrated by Vinodhkumar Neelakandan