The customer service center has a very important experience indicator - the first contact resolution rate (First Contact Resolution Rate), referred to as the first resolution rate (FCR). It is mainly used to track and improve customer service efficiency and customer experience measurement indicators, but in my work, the author found that many people are blindly chasing the first solution rate (FCR). This article will discuss the first solution rate (FCR). , to break the business email list myth. Through this article, you can learn: How to define the first solution rate? Deviation of the first solution rate calculation method How to calculate the first solution rate? What are the easy problems when using the first solution rate? "First Solution Rate" and "First Response Time" From another angle, what should we pay more attention to? 1.
How to define the first solution rate? The first solution rate, it is understandable that in the case of manual customer service, the customer can solve the problem at the first contact. In the customer service IM system or the ticket system, the customer business email list service is marked as "resolved", and the customer does not contact twice or multiple times within a certain time limit, and the problem can be considered solved. The first solution rate is divided into 24h first solution rate, 48h first solution rate and 72h first solution rate according to the business. Another is to set a resolution rate question after contact and ask customers whether their demands have been resolved. This comparison relies on customer feedback for judgment. In practice it can be used in combination, for "resolved" tickets can be reopened and updated or added replies.
If a customer replies to a work order with a status of resolved, the status of the work order can be automatically changed to open. What kind of situation belongs to the category of the first solution needs to be clearly defined. Correct index calculation and application scope can help you truly understand the service capabilities of the call center . Second, the first solution rate calculation method deviation For example, if your customer service center handles 200 incoming customer lines today, 120 are the first contact, and 80 are the second or multiple contacts. Of these, 60 were resolved at one time in the first contact, and 70 were resolved at one time in the second or multiple contacts. Well, you can do the calculation in 2 ways. Net first solution rate: (60/120)*100 = 50% The comprehensive first solution rate is: (60+70)/200*100 = 65% Different definitions may lead to different results.