Contact Center FCR Best Practices are based on SQM conducting customer and employee research with over 500 leading North American contact centers to identify who has world class or improving FCR performance. Furthermore, SQM did site visits with those contact centers that had world class or improving FCR performance to validate that their practice has a proven track record for improving FCR or for helping maintain world class FCR performance.
As the year comes to a close, most leaders think about their contact center performance as they prepare for a Year End Review. Why not repurpose some of that hard work in preparing for that Year End Review and turn it into great Award entries?
A best practice to improve FCR and other KPIs in your contact center is to recognize CSR behavior and base rewards on VoC results with a recognition program. Recognition needs to be in a frequent, descriptive and impactful manner, so that CSRs know what they are being recognized for.