Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. What is First Call Resolution? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

TeleDirect

APRIL 3, 2025

TeleDirects Inbound Call Solutions stand out as the top choice for businesses looking to deliver exceptional customer service and boost operational efficiency. With a proven track record and a commitment to innovation, TeleDirect continues to set the industry standard for inbound call center services.

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

Outsource Consultants

MARCH 18, 2025

Measuring ROI in Call Center Outsourcing Determining the return on investment (ROI) for call center outsourcing extends beyond simple cost calculations. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Is offshore or nearshore outsourcing better?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Outsource Consultants

JANUARY 28, 2025

Why Selecting the Right Enterprise Contact Center Matters Choosing the right enterprise contact center is a critical decision for businesses seeking to enhance customer experience and operational efficiency. What Are Must-Have Features in an Enterprise Contact Center? HIPAA, GDPR, or PCI-DSS ), depending on your industry.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Hodusoft

DECEMBER 21, 2023

As we embark on this insightful journey, consider the remarkable advances witnessed within the preceding year alone—an impressive 25% improvement in First Call Resolution (FCR) across major financial institutions. As per various studies, the industry standard for a good first call resolution rate is between 70 to 75%.

call center software 64

call center software Banking Call Center First call resolution 64

3CLogic

SEPTEMBER 24, 2021

They’re also fielding thousands of calls each day and attempting to maintain the industry standard of responding to 80% of customers within 20 seconds. Just as with voice solutions, there’s incredible potential for video in the contact center industry. These companies have also increased their first-call resolutions.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59