2003 First call resolution Surveys 
Call Design
JULY 6, 2021
A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. First Contact Resolution. Net Promoter Score. Advisor Satisfaction.
BlueOcean
FEBRUARY 7, 2019
Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.
Fonolo
MARCH 9, 2023
The first study was done in 2003 — can you guess which direction the overall trend has headed since then? Empowering agents means you’ll improve that all-important first-call resolution KPI, too. How to Create a Useful Customer Perception Survey 10.
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