KPI for Measuring of First Call Resolution (FCR) % posted in category Call Center

WinningKPI - Call Center - KPI for Measuring of First Call Resolution (FCR) % posted in category Call Center

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Details:
This indicator is for measuring the number of calls that have been resolved during the first call, as a % of the total number of call queries.
A call centre’s aim is to maximise the FCR %, and the company may use this to measure the performance of its agents. However, other factors have to be taken into consideration when using this KPI to measure agent performance. Although a high FCR % is associated with high performance, and means a lower cost per query for the call centre, some of the call resolutions may require idle action or the query to be transferred to another department. Therefore, a lower FCR % may not mean that the agent is not performing high, as it may just be due to the type of queries.

Formula:
Total number of queries solved on the first call/ total number of queries x 100

KPI Unit: %

KPI Time Frame: update monthly or quarterly

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Here are comments:

This highly depends on the type of business the call centre performs. However, for a call centre offering customer support for let’s say a phone company (Orange); FCR will depend on queries resolved on first call. In this case, a high FCR resembles a great level of performance for the call centre and the aim is to maximise it.

Example:
Over a month period:
Total number of queries: 100 000
Total number of queries resolved on first call: 40 000
40 000/100 000 x 100 = 40% FCR
Oana Boteanu | + | September 9, 2012 at 7:54 am

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