[Tips & Tricks] First Call Resolution (FCR) and its importance in the helpdesk
In most situations we had come across, customers tend to be impatient when they want any particular service or they need their issue to be resolved immediately. It doesn’t matter if they are calling service desk support, emailing, or chatting. They want the resolution to their problem or an answer to their question, right then and there! Research across many different industries bears this out. Customer satisfaction for virtually any type of customer service strongly correlates with the first contact resolution.
In-Service Desk, first contact resolution (FCR) is the percent of contacts that are resolved by technicians on the first interaction with the customer. For live calls or web chats, this means that the customer’s issue is resolved before they hang up the phone or before end the chat session
FCR is typically measured in one of two way
# Once you move the ticket status to "Closed" you can Mark FCR
# When you enable user prompt message on acknowledging ticket resolution, the tech will be prompted with a message on closing ticket, he can enable FCR on the popup window.
Admin tab -> Request closing rules -> Confirm User Acknowledgment -> enable "Yes, prompt a message"
Note :
A technician can mark FCR on a request only when the administrator provides edit permission to the technician for resolving, closing a request and edit a closed request.
Why is FCR Important in helpdesk
A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your Service Desk conducts its business, and is a function of many factors, like the experience of your agents, the quality of agent training, and the tools that are available to your agents (e.g., KB's, remote diagnostics, etc.). With our reporting tool in ServiceDesk, we can get data for every quarter or every six months or for a year to get the stats on your company.
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