Reduce operational costs

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A Forrester study on FCR and operating costs found that


A good first contact resolution reduces a brand's operating costs by retaining customers and lowering customer acquisition costs.

Customers tend to talk about brands that meet their expectations. This means improvement in first call resolutions can meet customer expectations. Consequently, it helps reduce the brand's customer acquisition costs while increasing customer retention.

Find out more information on Convin pricing here.

First call resolution tips for better customer experience
First contact resolution is critical to assess and evaluate call center performance. Metrics like customer satisfaction and net promoter scores heavily depend on the first contact resolution rate.

There are multiple ways to increase first contact resolution. Some mom database include comprehensively training agents, collecting customer feedback, and investing in the right tool. Let’s not forget the inclusion of Gen AI in all contact center areas.

The best way to ensure better FCR rates while keeping an eye on your contact center operations is by using call monitoring software.

So, choose the best call monitoring software to elevate agent performance and improve the FCR rate.

Frequently Asked Questions
1. What is First Call Resolution?
First call resolution (FCR) refers to customers having their queries resolved in the first call to the call center. Agents should ensure that the customer should be satisfied within the same call.