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Call Center First Call Resolution Guide, A Whitepaper by Donna Fluss of DMG Consulting, LLC

First call resolution (FCR) is a unique key performance indicator (KPI) that measures the effectiveness, efficiency and customer satisfaction level of a call center. It is the ONLY single metric that provides a balanced view of the call center’s overall operating performance. This white paper is a guide for building an actionable FCR program for your call center. The whitepaper will:

Explore the strategic role of contact center performance management
Provide the definition and calculation formula for first call resolution
Discuss how a FCR program benefits customers, agents and the call center
Present a framework and tactical steps for implementing a successful FCR program
Review a case study of a successful FCR program

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