{"id":118015,"date":"2022-05-25T21:36:10","date_gmt":"2022-05-25T19:36:10","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/first-call-resolution-definizione-misurazione-best-practice\/"},"modified":"2026-04-17T20:14:26","modified_gmt":"2026-04-17T18:14:26","slug":"first-call-resolution-definizione-misurazione-best-practice","status":"publish","type":"post","link":"https:\/\/www.cloudtalk.io\/it\/blog\/first-call-resolution-definizione-misurazione-best-practice\/","title":{"rendered":"First call resolution: Definizione, misurazione, best practice"},"content":{"rendered":"\n
\n

First Call Resolution: Definition, Measurement, Best Practices<\/h1>\n\n\n\n
\n
CONTACT SALES<\/a><\/div>\n\n\n\n
TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n
\n
\"\"<\/figure>\n\n\n\n

First Call Resolution is an essential element of an effectively functioning and efficient call center. What are the best methods to drive its improvement? What does the implementation and observation of this indicator tell us? How does customer service deal with the first contact with a customer? Fasten your seatbelts: we\u2019re starting with the answers right now.<\/p>\n\n\n\n

<\/div>\n\n\n\n
\n
\n

Resolve customer inquiries faster<\/strong><\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

\"\"<\/figure>\n\n\n\n
\n
Book a demo<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n
<\/div>\n\n\n\n

Che cos’\u00e8 la First Call Resolution?<\/h2>\n\n\n\n

In call centers, the percentage of cases addressed via First Call or First Contact Resolution (FCR), i.e., by resolving problems during the client\u2019s first call or contact with an agent, is an important indicator of success. There can be no dispute concerning its role in assessing the quality of work, yet attaining high levels of quality requires a coordinated effort.<\/p>\n\n\n\n

FCR simply means addressing an issue during the first call or contact with a customer. And since increasingly more people don\u2019t want to use customer service departments at all, it is even more crucial to satisfy a client who has already made the effort to reach you.<\/p>\n\n\n\n

How to calculate your First Call Resolution<\/h3>\n\n\n\n

Simply put, it is\u00a0the percentage of clients whose issues were addressed during their first contact with one of your company\u2019s representatives<\/strong>. This means that those customers\u2019 problems were completely resolved on the first call, before they hung up the phone.<\/p>\n\n\n\n

Let\u2019s say that a particular agent has answered 50 calls and 36 of them ended up with a First Call Resolution. There\u2019s no magic here, just the simple formula: 36 \/ 50 * 100% =\u00a072%.<\/p>\n\n\n\n

As a result, we can calculate an easy-to-read First Contact Resolution percentage.<\/p>\n\n\n\n

Why does First Call Resolution even matter?\u00a0<\/h2>\n\n\n\n

And here\u2019s where the numbers speak for themselves.<\/strong>\u00a0<\/p>\n\n\n\n

According to\u00a0research carried out by the SQM Group<\/a>, a very intriguing correlation exists between FCR and customer satisfaction. They found that\u00a0for every 1% increase in First Contact Resolution there is a 1% increase in customer satisfaction,<\/strong>\u00a0a 1% decrease in customer service expenses, and an up to 5% increase in employee satisfaction.<\/p>\n\n\n\n

First Call Resolution has proven to be a critical metric for evaluating customer service. At the same time, it reveals more than just efficiency \u2013 it demonstrates a company\u2019s ability to operate as a whole.<\/p>\n\n\n\n

I vantaggi di un ottimo tasso di First Call Resolution<\/h2>\n\n\n\n

#1 Higher customer satisfaction<\/h3>\n\n\n\n

Higher customer satisfaction leads to increased customer loyalty. For clients, the advantages are clear \u2013 their issues get resolved in the shortest times possible, which is what they expect. They become more satisfied with and attached to the company, and therefore more willing to recommend its services to other people in the future.<\/p>\n\n\n\n

#2 Time & monetary savings<\/h3>\n\n\n\n

Dal punto di vista finanziario, la FCR riduce le spese di comunicazione relative alle stesse questioni in futuro. La riduzione dei costi per chiamata pu\u00f2 non sembrare particolarmente interessante di per s\u00e9, ma pu\u00f2 generare migliaia di dollari di risparmi all’anno. Inoltre, gli operatori avranno pi\u00f9 tempo da dedicare ad altre attivit\u00e0 e potranno servire meglio un maggior numero di clienti. <\/p>\n\n\n\n

#3 Enhanced well-being, increased motivation, and reduced turnover<\/h3>\n\n\n\n

These metrics are linked to customer satisfaction actually! Clients\u2019 expectations play a major role in the speed at which agents burnout during regular contact. When First Call Resolution is low and especially when it\u2019s not their fault, agents\u2019 happiness and morale may be negatively affected.<\/p>\n\n\n\n

#4 More (and better) sales opportunities<\/h3>\n\n\n\n

La First Call Resolution pu\u00f2 incrementare le vendite in molti modi. Mentre \u00e8 in corso una chiamata, gli operatori possono sfruttare le opportunit\u00e0 di up-selling e cross-selling. Avendo risolto rapidamente un problema, potrebbero avere il tempo per farlo, e tali clienti potrebbero essere desiderosi di utilizzare altri servizi. I clienti che hanno avuto un’ottima esperienza con questi operatori probabilmente si ricorderanno di loro anche dopo la telefonata, per cui gli operatori possono ricontattarli in seguito e avere un’alta probabilit\u00e0 di successo.<\/p>\n\n\n\n

It is interesting to note that this indicator appears to be a win-win-win. Benefits accrue for clients, the company, and its employees. It maintains customer satisfaction at a high level while keeping costs low.<\/strong><\/p>\n\n\n\n

Tips for improving First Call Resolution<\/h2>\n\n\n\n

#1 Analyze your mistakes and fix them<\/h3>\n\n\n\n

Your numbers and charts won\u2019t tell you anything if you don\u2019t analyze where the problems come from. First Contact Resolution is all about repetition. You must find what causes customers to keep coming back about the same issues. Rather than improving First Contact Resolution per se, you should strive to improve efficiency within your company, skyrocket customer satisfaction, and provide better service. Then, improvements to your First Call Resolution will be a natural outcome of your grassroots efforts.<\/p>\n\n\n\n

#2 Analyze customer behaviour and predict their questions<\/h3>\n\n\n\n

If you know where your data and insights come from, it\u2019s high time for you to start analyzing them. Check how your clients behave, what their shopping habits are, and what touchpoints they stumble upon.\u00a0Try to anticipate their questions before they arise (<\/strong>i.e.. gather them in a knowledge base). You may be able to use e.g. call center scripts to answer future calls and prepare your responses in advance. Analytical tools and recording customer sessions may reveal common user behaviour patterns that lead to several of the same questions being repeated. The sooner you get to know them, the sooner you can prepare answers and strive for an extraordinarily high First Call Resolution.<\/p>\n\n\n\n

#3 Improve self-service options with interactive voice response<\/h3>\n\n\n\n

Interactive Voice Response system (IVR)\u00a0is a voice announcement system that lets the consumer choose an option to reach out to a specific service department. Upon listening to the message, redirection takes place by contacting one of the numbers provided for a given department on the phone. When a client contacts the right department, chances are they can present their problem to the person best able to resolve it during the first call.\u00a0<\/p>\n\n\n\n

#4 Invest in a good VoIP solution<\/h3>\n\n\n\n

Sometimes, a call center agent is not the best person for solving a case.<\/strong>\u00a0That\u2019s why it pays to make good tools to guide group communication informing about the availability of experts and how to contact them in real-time. It makes sense for the same information about customers to be available simultaneously for everyone who works together. Experts can then be reached by mobile or VOIP phones operating within the company network.<\/p>\n\n\n\n

#5 Invest in even more self-service options<\/h3>\n\n\n\n

Would you consider a Zero Contact Resolution strategy?<\/strong>\u00a0Leave it up to the clients. In order to accomplish this, proactive information about and communication with them are required, not only over the telephone but across all available channels.<\/p>\n\n\n\n

And an FAQ is the perfect place for that.\u00a0<\/strong><\/p>\n\n\n\n

Data on cases resolved at the first time of asking should be collected and analyzed. In turn, content on social networks and in different types of user groups can be analyzed to expand FAQ pages about the problems your customers encounter. With an extensive and rich FAQ page, customers will be able to find all the information that they need in order to expand their knowledge, solve their issues, and ultimately avoid contacting your agents.\u00a0<\/p>\n\n\n\n

An FAQ can also serve as a part of a knowledge base.\u00a0<\/strong><\/p>\n\n\n\n

Your knowledge base does not have to be extensive from day one, but it is important to keep it constantly updated. It should contain product and service descriptions, manuals, guides, FAQs, and other materials that can help reduce the number of inquiries made to the service department and serve as reference points when clients talk to agents.<\/p>\n\n\n\n

#6 Make sure everyone is on the same page<\/h3>\n\n\n\n

To improve the efficiency of the support department and therefore the First Call Resolution rate, it is necessary to cooperate with the organization as a whole. How? Customer service should be important to the entire organization, so all departments must cooperate to improve operational efficiency.\u00a0Identify, analyze, and communicate the root causes for\u00a0 customers having to contact you more than once.<\/strong><\/p>\n\n\n\n

Educate staff members in as many ways as possible. It is worth investing in more than one type of training. Workshops on application processing procedures \u2013 not only for novices but also cyclical training for experienced agents \u2013 along with knowledge tests can support systemizing knowledge. On the other hand,\u00a0training for customer service, adjusting tones of voice, analyzing specific customer service cases in the company, and encouraging the exchange of knowledge between agents are courses that strengthen empathy<\/strong>\u00a0and help build meaningful and more understanding relationships with customers.<\/p>\n\n\n\n

In order to maintain a high First Call Resolution rate, employees should therefore be trained in procedures for meeting customer\u2019s needs, awareness about the importance of the indicator, and analysis of specific examples.<\/p>\n\n\n\n

#7 Don\u2019t be scared of automation<\/h3>\n\n\n\n

There are more solutions available to check out and use for automation in a call center for achieving\u00a0 better first call resolution.\u00a0<\/p>\n\n\n\n

For example,\u00a0skills-based routing<\/a>\u00a0is nothing more than a call queueing system based on consultants\u2019 skills, thanks to which you can route redirect callers to consultants based on their expertise.\u00a0Make sure that everyone in your team has access to contact history\u00a0<\/strong>too, as it serves as a database of information about a specific customer and previous issues that have been solved for them.<\/p>\n\n\n\n

And that\u2019s just to name one example.<\/p>\n\n\n\n

Over to you<\/h2>\n\n\n\n

The effectiveness of a call center can be measured based upon many factors. The key conclusion is to maximize consumer satisfaction while reducing operating costs.\u00a0The effort required by consumers is minimized when repeated information is eliminated<\/strong>, required contact time with the company is reduced, switching between consultants is avoided, and impersonal treatment is eradicated. Customer satisfaction can be enhanced only through tailored communication that increases the effectiveness and efficiency of the service.<\/p>\n\n\n\n

Every aspect of an organization impacts the First Contact Resolution indicator, and the FCR is a measure of the efficiency of the enterprise as a whole.<\/p>\n\n\n\n

Keep an eye on, optimize, and verify the First Contact Resolution rate in your customer service team. You can only achieve this by effective control of your customer service and ensuring that your customers are always satisfied.<\/p>\n\n\n\n

<\/div>\n<\/div><\/div>\n\n
<\/span>\"\"
\n\n
\n\n

FAQs about First Call Resolution<\/h2>\n\n<!– wp:rank-math\/faq-block {"questions":[{"id":"faq-question-1662054682142","title":"What is the first-call resolution formula?”,”content”:”The FCR formula is: (Resolved on first call \\u00f7 Total calls) \\u00d7 100″,”visible”:true},{“id”:”faq-question-1662054689829″,”title”:”What is a first-call resolution example?”,”content”:”An example of first call resolution is when a customer gets their issue fixed in one call.”,”visible”:true},{“id”:”faq-question-1719590387080″,”title”:”What’s a first-call resolution call center?”,”content”:”FCR call center: A call center focused on resolving issues in one call.”,”visible”:true},{“id”:”faq-question-1739799849872″,”title”:”What’s a first-call resolution rate?”,”content”:”A FCR rate is the percentage of cases resolved on the first call.”,”visible”:true},{“id”:”faq-question-1739799863358″,”title”:”What’s the first-call resolution industry standard?”,”content”:”The industry standard is 70-79% means good, 80%+ is world-class.”,”visible”:true}]} –>\n

What is the first-call resolution formula?<\/h3>
The FCR formula is: (Resolved on first call \u00f7 Total calls) \u00d7 100<\/div><\/div>

What is a first-call resolution example?<\/h3>
An example of first call resolution is when a customer<\/a> gets their issue fixed in one call.<\/div><\/div>

What’s a first-call resolution call center?<\/h3>
FCR call center: A call center<\/a> focused on resolving issues in one call.<\/div><\/div>

What’s a first-call resolution rate?<\/h3>
A FCR rate is the percentage of cases resolved on the first call.<\/div><\/div>

What’s the first-call resolution industry standard?<\/h3>
The industry standard is 70-79% means good, 80%+ is world-class.<\/div><\/div><\/div><\/div>\n\n<\/div>\n\n
<\/div>\n<\/div>\n<\/div>\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

La First Call Resolution \u00e8 un elemento essenziale di un call center efficiente e funzionante. Quali sono i metodi migliori…<\/p>\n","protected":false},"author":130,"featured_media":220626,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[249],"tags":[],"ct-post-type":[],"ct-tool-category":[],"class_list":["post-118015","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts\/118015","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/users\/130"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/comments?post=118015"}],"version-history":[{"count":0,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts\/118015\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/media\/220626"}],"wp:attachment":[{"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/media?parent=118015"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/categories?post=118015"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/tags?post=118015"},{"taxonomy":"ct-post-type","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/ct-post-type?post=118015"},{"taxonomy":"ct-tool-category","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/it\/wp-json\/wp\/v2\/ct-tool-category?post=118015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}