Internal methods measuring operational performance include agent logging, speech analytics, quality monitoring, reopened issues, and counting repeat call volume.
External methods measuring FCR and customer satisfaction include post-call surveys.
[4] Nearly a decade ago, the start of customer relationship management ended the old days of "measure everything that moves".
Call centers have a wide range of available statistics and data to analyze customer experience (CX).
Top call centers realize that to be successful, they must find the metrics that truly impact CX and reveal the key insights.
Research also shows for every 1% improvement in FCR increases transactional Net Promoter Score® by 1.4 points.
The challenge still exists today as to how to define and measure FCR accurately, effectively, and efficiently.
[12] Many call center leaders consider the FCR metric difficult to measure because it is complex.
Internal FCR is determined based on whether the customer called back for the same issue within 1 to 30 days.