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First Call Resolution
First call resolution or ''first contact resolution'' (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. FCR is one of the most-watched metrics and considered the most important call center industry metric. Ideally, the FCR definition means no repeat calls or contacts are required from the initial call or contact reason from a customer perspective. The difference between first call resolution and first contact resolution is the contact channels measured for FCR (e.g., interactive voice response, chat, email, website, call center). The first call resolution metric name measures FCR for a call center. The first contact resolution metric name measures FCR for any contact channel. There are numerous external and internal methods for measuring FCR. Internal methods measuring operational performance include agent logging, speech analytics, quality monitoring, reo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |
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Call Centre
A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email. A call center was previously seen as an open workspace for call center agents, with workstations that included a compute ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |