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As a Manager, how important is it to measure the following metric: First Contact Resolution Rate (FCRR)?

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تم إضافة السؤال من قبل Lana Oudeh , PR Coordinator , Al Ghanem
تاريخ النشر: 2018/12/31
Sahibzada Iftikhar
من قبل Sahibzada Iftikhar , Office Manager , Trade Linke

For a service desk, first contact resolution (FCR) is the percent of contacts that are resolved by the service desk on the first interaction with the customer. For live calls or web chats, this means that the customer's issue is resolved before they hang up the phone or end the chat session.

mohamed Elmubark
من قبل mohamed Elmubark , Construction , Awad Hajaz

First Contact Resolution Rate (FCRR).

Communication is the most important bridge in the process of transferring information to facilitate analysis, decision-making process, and communication of information to the different departments. All communication was flexible and there were positive results and vice versa.

المنتصر بالله باسم القيسي
من قبل المنتصر بالله باسم القيسي , موظف مبيعات وخدمة عملاء , شركة زين للاتصالات

every day please answer>>>hhhhh my baby

Ashraf E. Mahmoud (PhD)
من قبل Ashraf E. Mahmoud (PhD) , University Lecturer, Freelancer Consultant and Trainer for Int'l Business & Banking TF. , FreeLancer

Thanks for invitation,

FCRR, is considered one of the most important Key Performance Indicator (KPI) for service and support which familiarize senior management with the KPIs that really matter to the organization and to provide them with actionable insight on how to leverage these KPIs to improve the performance. 

محمد عبد الرحمن حسن عبد الرحمن
من قبل محمد عبد الرحمن حسن عبد الرحمن , Customer support and call center agent (operation) , Derby Groub

It is preferable to measure the rate of communication by giving the dealers the basic information in the standard time and to publicize the company policy in order to shorten the time and be sufficient answer

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