ViiBE Blog
MAY 4, 2021
First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.
ViiBE Blog
APRIL 8, 2021
Average Handle Time ( AHT ) is a metric that measures the average total time an agent spends on a call. AHT is a helpful shorthand to gauge how long calls are taking and how to allocate your resources accordingly. Its virtual call center offers a more flexible solution than traditional call centers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
LiveChat
NOVEMBER 11, 2016
The reports also suggest that the efficiency of contact centers have gone low and only 52% of customers were provided with a plausible solution on the very first attempt. When Karl reaches for customer support, first call resolution becomes a really necessary part of the conversation.
NobelBiz
MAY 24, 2022
These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.). Make use of the flow history.
ViiBE Blog
AUGUST 11, 2021
A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. They were pretty standardized for a long time.
Expert insights. Personalized for you.
52 
Let's personalize your content