https://www.groovehq.com/blog/first-contact-resolution Wed, 29 Mar 2023 13:30:41 +0000 hourly 1 https://wordpress.org/?v=5.5.14 https://www.groovehq.com/blog/first-contact-resolution#comment-10115 Wed, 15 Dec 2021 07:14:52 +0000 http://www.groovehq.com/blog/?p=3221#comment-10115 Hi Len, really like the post. Do you have any guidance with First Level Resolution and best ways to calculate?
Many thanks
Freddy

]]> https://www.groovehq.com/blog/first-contact-resolution#comment-36 Wed, 06 Feb 2019 06:18:57 +0000 http://www.groovehq.com/blog/?p=3221#comment-36 […] First contact resolution rate (FCRR): First contact resolution rate measures the percentage of the time that an issue or ticket is resolved in the first interaction with the support agent. In many cases, FCR can be the metric most correlated to customer satisfaction. Be careful that the definition of a ticket being resolved handles cases where tickets are reopened or resumed in new tickets when measuring FCRR. Learn more about this important metric here. […]

]]> https://www.groovehq.com/blog/first-contact-resolution#comment-1448 Tue, 30 Aug 2016 18:01:31 +0000 http://www.groovehq.com/blog/?p=3221#comment-1448 Hey Len, love all your posts. I always try to close the loop with customers by asking them if our response solves their issue, as you mentioned. But if the customer responds, wouldn’t the ticket lose its FCR status?

]]>