“The Inner Circle Guide to First-Contact Resolution” is based on surveys with over 400 UK & US organisations and 1,000 customers from each country. 

 

Each Inner Circle Guide is available for the US and UK. Updated July 2024.

 

 

UK and US customers consistently state that having their query resolved first-time is the most important factor driving their customer experience.    

 

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability.

 

Yet measuring, calculating and improving first-contact resolution can be a very tricky proposition.

 

“The Inner Circle Guide to First-Contact Resolution” investigates: 

  • How to benchmark FCR and the dangers to look out for
  • The best ways to calculate FCR
  • The ROI you can expect from your FCR improvement programme
  • The best methods to gather accurate FCR measurements
  • 18 ways to reduce unnecessary repeat contacts. 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

 

Report contents

 

Supplier Directory

 

The Importance of First-Contact Resolution: The ‘Miracle Metric’

 

First-Contact Resolution: The View from Customers, Businesses and Senior Management

 

First-Contact Resolution Benchmarks: How to Measure and Calculate First-Contact Resolution

 

FCR: Return on Investment

 

First-Contact Resolution and Digital Channels

 

Identifying Reasons for Repeat Contacts

 

18 Ways to Reduce Unnecessary Repeat Contacts

 

 

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