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As you measure, and attempt to optimize, your contactcenters first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%. What are the challenges of improving first call resolution?
An example of MTA in practice will be comparing the number of contacts acquired in 2025 with 2024 and getting an 8% increase. The result, which is the trend, averages out the contacts and special events, such as seasonality over the year. Averagehandletime is how long it takes your agents to resolve an inquiry.
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