What’s The Big Deal About FCR?

When it comes to providing customer support, first-call resolution (FCR) is one of the most important metrics you want to track.  

And when your FCR rates are consistently high, you can be certain that your support desk provider is impacting your customer satisfaction in a positive manner, achieving greater efficiency, and lowering overall operating costs.

What is FCR?

First-call resolution is exactly what its name says: A customer calls for support, and the issue is resolved during that first call. Of course, not all support problems are simple and straightforward, so there are other useful metrics for tracking more complex issues. If a customer is calling because of a minor problem, like a password reset, the standard for excellence of your support desk should be FCR.

Why does FCR matter?

First-call resolution isn’t just about keeping your customers happy—it can also lower your operating expenses by creating superior efficiencies in your business. Toss into that equation improved customer retention as a result of customer satisfaction, and it is an easy decision to make FCR a high priority for your support desk.

Best Practices for achieving high FCR

In your quest to improve your FCR, make sure you follow these guidelines:

  • Provide your agents with superior tools and training so they can perform their work with high standards. Keep in mind that resolving issues should always be the number one concern of your support desk agents. 

If you focus exclusively on FCR, your agents may feel pressured to mark the ticket complete, and not dig deep enough to uncover underlying additional customer concerns, causing the customer to make multiple calls for resolution.

By training your agents to have the mindset to resolve issues, you empower them to ask enough questions to get to the bottom of the problem—and improve the customer experience at the same time. 

  • It’s not just about making your numbers—At all times, make sure your FCR efforts are focused on company-wide improvements to build true efficiencies into your business and streamline your operations.
  • Customer experience is everything! When they call for support, make sure your customers have a positive experience. FCR is not about simply closing the support ticket and taking the next call as quickly as possible! You want to be sure that your customer feels they are heard, that they are treated respectfully, have the full attention of the agent they speak to, and have their issue resolved—all to their complete satisfaction. 

By following these best practices and striving to increase your FCR metrics, you will see an increase in the productivity of your support desk, along with higher scores on customer survey results. That’s a win for your company . . . and your customers!

Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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