Published On: Wednesday 23rd August 2017
Which KPIs are your key priorities for your contact centre operations? Whether you're looking at Cost Per Call, Agent Occupancy, Call Transfer Rate or Average Handling Time, there's one KPI which is increasingly emerging as a crucial connection to all of them...and that's FCR. It's not just about making your customers happy, it's about taking an approach to experience management which serves to reduce escalations and improve a range of associated contact centre metrics at the same time. "SQM’s research shows that, for the average contact centre, a 1% improvement in FCR performance equals $286,000 in annual operational savings from the call volume reduction due to improving FCR." "FCR is More Than a Metric, it's an Operating Philosophy." Service Quality Measuring Group.