FCR Test

What does First-Call Resolution (FCR) measure?

• a) The number of customers who purchase products during the first call
  
  

• b) The percentage of customer issues resolved on the first contact

• 
  c) The number of calls an agent handles in a day

• d) The average time spent on each call

Answer explanation

First-Call Resolution (FCR) measures the percentage of customer issues resolved on the first contact, indicating the efficiency of customer service. Therefore, the correct answer is b) the percentage of customer issues resolved on the first contact.

Why is FCR important in a call center?

• It reduces the number of new customers

• It increases the need for more agents

• It leads to higher customer satisfaction and lowers operational costs

• It increases the overall call handling time

Answer explanation

FCR (First Call Resolution) is crucial in a call center as it enhances customer satisfaction by resolving issues on the first contact, which also reduces operational costs by minimizing repeat calls.

Which of the following methods is commonly used to measure FCR?

• Tracking the number of products sold

• Counting the number of agents available during peak hours

• Reviewing the number of repeat calls within a certain period

• Measuring the speed at which calls are answered

Answer explanation

FCR, or First Call Resolution, is measured by reviewing the number of repeat calls within a certain period. This indicates how effectively issues are resolved on the first contact, making it the correct method for measuring FCR.

Which of the following factors can negatively affect FCR?

• Well-trained agents

• Incomplete customer information during the first call

• Access to customer information

• Intelligent call routing

Answer explanation

Incomplete customer information during the first call can lead to longer resolution times and multiple interactions, negatively impacting First Call Resolution (FCR). Other factors listed support FCR.

True or False: Achieving a high FCR rate means customers never need to call back for any reason.

• True

• False

Answer explanation

False. A high FCR (First Call Resolution) rate indicates that most issues are resolved on the first call, but it does not guarantee that customers will never need to call back for other reasons.

True or False: FCR is only important for technical support teams, not customer service departments.

• True

• False

Answer explanation

False is correct because FCR (First Contact Resolution) is crucial for both technical support and customer service teams. It enhances customer satisfaction and efficiency across all departments.

True or False: Using call routing systems to ensure customers are connected to the correct department on the first call can help improve FCR rates.

• True

• False

Answer explanation

True. Call routing systems help direct customers to the appropriate department on their first call, reducing the need for transfers and improving First Call Resolution (FCR) rates.

True or False: FCR is irrelevant to agent job satisfaction.

• True

• False

Answer explanation

False is correct because FCR (First Contact Resolution) directly impacts agent job satisfaction. Higher FCR rates often lead to less frustration and a sense of accomplishment for agents, enhancing their overall job satisfaction.

Scenario: A customer calls in complaining that they were charged for a service they did not use. After reviewing their account, you find that the charge was legitimate, but the customer misunderstood the terms. What should you do to ensure First-Call Resolution (FCR)?

• Tell the customer the charge is valid and end the call.

• Transfer the call to the billing department.

• Explain the charge and offer a partial refund as a goodwill gesture.

• Ask the customer to review their terms and conditions again and call back if they have questions.

A customer is unable to connect their new phone to their home Wi-Fi and is frustrated. You discover that they need to update their phone's software. What’s the best action to resolve the issue on the first call?

• Walk the customer through updating their phone’s software step by step.

• Schedule a follow-up call once they’ve had time to update their phone.

• Email the customer the instructions to update their phone and ask them to call back if needed.

• Direct the customer to an online tutorial and end the call.