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First Contact Resolution (FCR)

FIRST-CONTACT RESOLUTION, A KEY CUSTOMER SERVICE 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.

Improve Both First Contact Resolution Rate and NPS

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 First Contact Resolution 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.

Improve Both FCR and AHT

Barclays UK boosts First Contact Resolution by 36%

Barclays UK improved First Contact Resolution or FCR by 36% with eGain’s conversational guidance for contact center agents, powered by AI and knowledge management, while reducing Average Handle Time (AHT) by 67%!

Windows manufacturer gets innovative

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

View video (25:44)

Industry Solution

Assisted customer service

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. eGain helps them deliver.

 

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