{"id":19606,"date":"2019-06-21T00:00:00","date_gmt":"2019-06-21T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/first-call-resolution\/"},"modified":"2024-02-22T03:12:43","modified_gmt":"2024-02-22T11:12:43","slug":"first-call-resolution","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/","title":{"rendered":"First Call Resolution"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/#How_Messaging_Changes_the_Game_of_First_Call_Resolution\" title=\"How Messaging Changes the Game of First Call Resolution\">How Messaging Changes the Game of First Call Resolution<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/#Why_First_Call_Resolution_is_Important\" title=\"Why First Call Resolution is Important\">Why First Call Resolution is Important<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/#How_Helpshift_Improves_First_Contact_Resolution_Rates\" title=\"How Helpshift Improves First Contact Resolution Rates\">How Helpshift Improves First Contact Resolution Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/#Additional_Information_about_First_Call_Resolution\" title=\"Additional Information about First Call Resolution\">Additional Information about First Call Resolution<\/a><\/li><\/ul><\/nav><\/div>\n\n<p class=\"has-text-align-left\">First Call Resolution, abbreviated as FCR, refers to resolving a customer\u2019s issue during the first call to eliminate the need for the customer to follow up. Traditionally, FCR was determined after agents ended their phone call with customers, however this procedure has changed since customers have various methods of reaching customer service today. Because businesses allow users to contact customer service representatives through different forms of communication such as email, live chat, and in-app messaging, measuring first call resolution has had to adapt to fit an asynchronous conversation model.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-messaging-changes-the-game-of-first-call-resolution\"><span class=\"ez-toc-section\" id=\"How_Messaging_Changes_the_Game_of_First_Call_Resolution\"><\/span><strong>How Messaging Changes the Game of First Call Resolution<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Messaging allows customer service representatives and customers to interact at a faster rate which increases the chances of resolving issues quicker. Customers want to finish their conversation with company agents as quickly as possible, and with a messaging system that saves chat history and allows media to be shared, users will not have to repeat themselves or struggle to articulate their issues. &nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-first-call-resolution-is-important\"><span class=\"ez-toc-section\" id=\"Why_First_Call_Resolution_is_Important\"><\/span><strong>Why First Call Resolution is Important<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Efficiently resolving issues within the first call, or \u201ccontact,\u201d is one of the main ways that businesses can deliver great customer service. Reviewing customer service tickets and dissecting underlying problems helps employees truly understand how to fix issues for consumers, and can be replicated for future conversations on similar issues. This attention to detail and delivering fast responses lets customers know that company employees care about fixing issues and giving their customers the best service possible. When companies prove that they value customers through efficient service, customer satisfaction rates are more likely to rise.<\/p>\n\n\n\n<p>Efficiently and effectively resolving issues can create loyalty amongst customers. Not only does retaining customers cost less money than securing new ones, they also may increase a company\u2019s profitability by recommending that company to friends and family. Businesses that can keep customers satisfied through stellar customer service increase the chance of retaining customers who endorse the brand.<\/p>\n\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3751 aligncenter\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/First-Call-Resolution.png\" alt=\"\" width=\"654\" height=\"166\"><\/figure>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-helpshift-improves-first-contact-resolution-rates\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Improves_First_Contact_Resolution_Rates\"><\/span><strong>How Helpshift Improves First Contact Resolution Rates<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Rather than have users call customer support and be transferred between agents to get their issues appropriately addressed, Helpshift\u2019s AI-powered platform automatically categorizes tickets and assigns them to the appropriate agent. Bots can respond instantly to collect additional information and improve self-service so that the actual interaction between the consumer and agent is as efficient as possible. With this system customers will be helped much faster and employees will be given the information they need to support each individual to the best of their abilities.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-additional-information-about-first-call-resolution\"><span class=\"ez-toc-section\" id=\"Additional_Information_about_First_Call_Resolution\"><\/span><strong>Additional Information about First Call Resolution<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>To learn more about how FCR has changed due to different communication methods visit this blog post:<\/p>\n\n\n\n<ul>\n<li><a href=\"https:\/\/www.thinkhdi.com\/library\/supportworld\/2015\/first-call-first-conversation-resolution.aspx\" target=\"_blank\" rel=\"noopener\">From First Call to First Conversation Resolution<\/a><\/li>\n<\/ul>\n\n\n\n<p>For more details about how messaging impacts customer service visit:<\/p>\n\n\n\n<ul>\n<li><a href=\"https:\/\/goquiq.com\/best-practices-for-implementing-messaging\/\" target=\"_blank\" rel=\"noopener\">Part 3: Best Practices For Implementing Messaging<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19607,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/First-Call-Resolution.png",592,151,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19606"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19606\/revisions"}],"predecessor-version":[{"id":30278,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19606\/revisions\/30278"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19607"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19606"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19606"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}