First Call Resolution (FCR) is widely considered the key performance metric that provides a balanced view (quality and cost) of a call center’s overall performance.| SQM Group
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
Discover the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
A comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call center customer service.| SQM Group
Learn how to calculate your First Call Resolution rate to discover how efficient you are at serving your customers.| www.sqmgroup.com