2011 Customer Service Training First Call Resolution Metrics 
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Low FCR drives costs.
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Low FCR drives costs.
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