There seems to be a lot of confusion about what metrics one ought to use for their support center, help desk or service desk. One thing is clear, however – most agree that FCR ought to be one of the Key Performance Indicators (KPIs) monitored and optimized in a support center environment.
The funny thing is, support centers having various definitions for FCR. Some define it as “First Call Resolution”, while other insist its “First Contact Resolution”. Oh, but wait – is that the same as “First Level Resolution”? To try to bring some clarity to this debate, I wrote an article for HDI’s SupportWorld magazine that discusses:
- A good source for an industry definition of FCR
- The related KPIs to FCR, and why you might want to consider them as well
- How FCR relates to technical escalation in a support center
- Why its important to use an industry accepted measurement
Here is the link to check out the article in this week’s HDI’s SupportWorld magazine: https://www.thinkhdi.com/library/supportworld/2019/faq-what-is-definition-first-contact-resolution.aspx