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.
When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and reduce customer defections - one contact resolution is a must!
In high performing customer-focused organizations, we typically see three key individuals working in alignment on First Call Resolution (FCR) and One Contact Resolution (OCR). At the top of the house, reporting to the C-Suite, is the Customer Experience Officer; leading the contact center is the FCR Leader; and at the project management level within the contact center is the FCR Champion.
Recently, I hosted a 30-minute webinar to introduce a new metric to the industry, One Contact Resolution (OCR). It was our highest ever attended webinar so I am thrilled with the industry’s early reception to our new metric.
The vast majority of SQM client senior executives would agree that delivering a world class customer experience for contact channel usage is critical to their organization’s success. Many North American CEOs are seeking the improvement of customer experience and, in many cases, it is the number one priority for their organization.