Formula to Calculate the Call Resolution Related Articles How to Calculate First Contact Resolution (FCR) - With Formula Erlang C Formula - Made Simple With an Easy Worked Example The Formula to Calculate Forecast Accuracy What Is First Contact Resolution? – With Formula and Expert Best Practices © cacaroot - Adobe Stock - 84890134 205 Filed under - Forum First Call Resolution Formula From First Call Resolution Webinar (asked by Mohamed) I would like to find general formula to calculate the Call Resolution Question asked by JoR How to Measure ‘Repeat Calls’ In it’s simplest form it is 1 – (repeat calls / total calls). Where it gets complicated is how you measure ‘repeat calls’ – is it someone calling back same day / within 2 days / within a week or is it possible to track if a customer actually calls back on the same issue. Also if using phone numbers to track it, how do we cope when someone calls from work during the day and from home in the evening? In many of our centres, the technology to track repeat callers is lacking as systems weren’t initially designed to track repeat callers. One suggestion could be to look at how speech analytics is used – by searching for key words like ‘when i called earlier’, or ‘when I spoke to your colleague’ we may get better statistics – I would be interested in what people think. With thanks to refjohn Repeat Contact Rate Some people measure a FCR in a different way. Instead of First Call Resolution, which is normally a percentage between 0 and 100%, they measure the repeat contact rate. The repeat contact rate is the average number of calls per problem. At it’s crudest level it is Repeat contact rate = Total number of calls / Total number or problems raised This gives a number greater than 1, e.g. 1.9 calls per problem. Dividing the other way would give the First Call resolution rate FCR = Total number or problems / Total number of calls So 1.9 calls per problem = 53% FCR At it’s simplest level you can get “Total number of calls” from the ACD stats and “Total number or problems” from your help desk system. The problem being that it is possible to maniputate the “Total number or problems”, for example giving I agree with John that using Speech Analytics would probably give you a more realistic answer. With thanks to Jonty After Some Research,… After some research, I’ve come up to conclusion that the most accurate formula looks as follows: FRC = (Number of customer issues resolved during the first call/ Number of inbound calls made by customers) X 100% With thanks to Hanna This Article Gives the Formula How to Calculate First Contact Resolution With thanks to Jonty Calculat eCalls Resolved With In Over Time I have first login, last login, login duration and I need to calculate calls resolved with in over time. And I need to know the time that the agent logged in as over time in. Note I don’t have a tool to export the schedule or to update the over time I have in the login report With thanks to eslam The Formula Eslam Just first login, last login, login duration do not give enough information. This article gives the formula How to Calculate First Contact Resolution With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 14th Apr 2022 Read more about - Forum Recommended Articles How to Calculate First Contact Resolution (FCR) - With Formula Erlang C Formula - Made Simple With an Easy Worked Example The Formula to Calculate Forecast Accuracy What Is First Contact Resolution? – With Formula and Expert Best Practices Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter