E-Book: Improving the FCR or First Call Resolution Rate

The complete guide to customer call repetition rates

Solutions & methods to increase First Call Resolutions (FCR) and improve your customer relationship management.

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This white paper includes :

• How the best Customer Relationship Centres (CRCs) reach a 76% FCR rate, 3 times higher than 70% of other CRCs.
• The comparison chart of the different solutions to monitor FCR (IVR survey, survey by the advisor, speech analytics...)
• The complete strategy to reduce customer call repetition, improve both CSAT & ESAT as well as increase upselling.
• AI in support of FCR: 17 use cases and ROI levers
• 300K€ cost reduction & 1.5M€ turnover increase: the Pierre & Vacances case study

To download our RCF E-book, please fill in this form

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