Less Than Half of Contact Centres Measure First Contact Resolution Related Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - With Formula The Difference Between Measuring Repeat Contacts and First Contact Resolution 20 First Call Resolution Tips (FCR) 895 Filed under - Contact Centre Research, First Contact Resolution (FCR), Polls According to our poll, just 41% of contact centres measure First Contact Resolution (FCR), with over half, 52%, of contact centre professionals confirming that they do not. The remaining 7% were not certain. Whilst this may come as a suprise, it is possible that contact centres use other metrics to calculate call success, with repeat contacts being a possible alternative. Poll – “Do you measure FCR in your Contact Centre?” – answers Yes – 15% No – 21% Not Certain – 28% Source: Call Centre Helper Webinar Poll – Building A Culture Of Continuous Improvement Sample size – 62 Date: January 2017 Author: Robyn Coppell Published On: 17th Feb 2017 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, First Contact Resolution (FCR), Polls Recommended Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - With Formula The Difference Between Measuring Repeat Contacts and First Contact Resolution 20 First Call Resolution Tips (FCR) Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre 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