Over 60% of Contact Centres Measure First Call Resolution

A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame

According to our poll, only 39% of contact centres do not measure First Call Resolution, with the remaining 61% using one of the four methods shown in the graph below. Of these four methods, no repeat calls in a given … Continue reading Over 60% of Contact Centres Measure First Call Resolution

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