Now that you know the definition of FCR (See Customer Support Metrics 101: First Call Resolution Defined) , you are probably itching to discover the best way to measure it so you can start getting some numbers together.

First of all, First Call Resolution is determined by the customer. That's right, the customer. This is one metric that cannot be squeezed out of the customer service and support system or from the agents themselves. Reports from those sources have little meaning.

The only one who can decisively tell you that the problem was fixed, and in one call, is the customer. You'd be surprised to find out how scary that proposition is to some organizations. I think this points to some suspicions that they already know they aren't performing well in this metric.

Think about it. If you only look at whether the customer called back again for the same issue, you will miss all those customers who didn't bother to call back, who resolved things themselves or through forums and friends, or who just stopped using the product. Maybe even returned it. 

Now, down to measuring it. Here are some Best Practices from the SQM Group:

• Ask the customer to complete a post-call survey over IVR
• An FCR focused survey asks "Was your call resolved?" and "How many calls did you make to resolve your inquiry?"
• If the answer is only one call was made, the customer had first call resolution
• If the call is transferred to another department or tier or service, it still counts as FCR because the customer didn't have to call back.
• Determine your FCR performance by Level of Business (LOB), segment, call center, manager, call type, skill set, customer value, outsourcer, etc.

Since we said the customer is the decider of FCR and using other internal methods wouldn't be very good, here are five methods of measuring FCR as determined by the customer. Again, thank you to the SQM Group:

1. Post-Call IVR Survey: customer completes immediately after or within 1 hour of call, answer whether issue is resolved.
2. Post-Call Phone Servey: customer phoned within 2 business days of their call and asked if issue is resolved.
3. Post-Call Web Survey: customer completes web-based survey within 3 business days of call and asked if issue is resolved.
4. End of Call Script: Agent asks customer at end of call if issue is resolved, link to QA evaluations
5. Voice Menu: Customer asked in IVR menu if this is first call made to resolve issue.

OK, OK, now that I mentioned there were other ways, I will give them to you. But be aware that they are expensive, less accurate, and less effective. They also tend to over-inflate the numbers by about 15% so there seems to less of a problem with the FCR.

• QA Call Monitoring: QA evaluators decide if FCR definition was met
• Call Back: Call record is checked to see if the customer called back within 2-5 business days (apparently no way to tell if a second call could have been about a different issue).
• Case Management/CRM: Agent uses desktop software app to keep track of first call resolutions.

Each of the above 8 methods can, and should, be used in combination as each method highlights a different side to the story and establishes differing levels of accountablity for FCR improvement. So just as you shouldn't focus too heavily on this metric, you also need to know more than one side to the story. 

A benchmark is needed to find out where you are on the line with FCR. You need to know where you started to find out if you are improving. You can also set a target but do not manage to the target. Use these answers as part of an ongoing investigation and improvement project to increase the first call resolution without creating another problem that can lower customer satisfaction. 

If it helps, SQM Group shows about 29% rate of call-backs needed on average while a world class call center usually only has 10-15%. Something to aspire to. And not impossible to reach, others have done it.

Now we know the definition and how to measure FCR. Next, we talk about  how improving your FCR benefits the business and how each point can be used to build a business case for implementing FCR metrics into your call center.