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First-Contact Resolution (FCR) Transformed

FIRST-CONTACT RESOLUTION, A KEY CUSTOMER EXPERIENCE METRIC

First-Contact Resolution (commonly called FCR) is an important customer service and contact center metric, and is key to enhancing customer loyalty.

In the phone-first era of customer service, it used to be called first-call resolution. First contact resolution rate, along with average handle time, remains one of the most important metrics tracked in contact centers.


Improving First-Contact Resolution Rate

Our blue-chip clients have not only been able to improve, but also transform FCR with our contact center software. Here are some example from our business clients.

British Telecom boosts FCR by 37%

British Telecom (EE) boosted first-contact resolution by 37% with our conversational guidance for contact center agents, powered by AI and knowledge management. They also improved NPS (Net Promoter Score) by 30%, while reducing agent training time by 50%! View their presentation at our annual conference.

Barclays UK improved FCR by 36%

Barclays UK improved FCR by 36% with our conversational guidance for contact center agents, powered by AI and knowledge management, while reducing Average Handle Time (AHT) by 67%!

and others…

Andersen Windows improved call quality by 33%, using our AI and knowledge-guided solution for customer self-service and contact center agents.


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Customer service in contact centers

Contact centers have become complex centers handling the customer service, sales, and marketing needs of a business. They are under pressure to deliver value. How can they deliver?

 

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