- February 17, 2020
- Author: D. Scott Mattson
KPI’s, FCRR’s and the Bottom-line
As you or your outsource team manages the support footprint there a few Key Performance Indicators (aka KPIs) that can mean a lot to the bottom line of any organization. In keeping with the KISS principle by tracking just a few, one can have a big impact on the overall financial health of the company. One of my personal favorites is FCRR or First Contact Resolution Rate. Some of you improperly use the term ” FCR ” .
Don’t be lazy, get it right Simply put, this is the number of contacts an agent closes with a single response. I used to call it ” one shot, one kill ” but was quickly chastised. I stand corrected, but I think you get the point. Handling the support request with a single response, email/ticket, etc. is good for everyone.
The customer is happy because they got what they wanted and there was no back and forth which can be frustrating and pricey. The agent has displayed his or her ability to identify the issue and appropriately solve the customers problem and move on. The higher FCRR an agent has, without sacrificing quality, the better. Pro-tip: apply this to the knowledge-base/FAQ too.