BDC glossary
First-call resolution (FCR)
Contacts completed without a transfer, callback or second contact, divided by contacts handled.
Low FCR means customers are being handed around. For an AI, FCR measures how much of the call it can complete alone; for a BDC, it measures how well agents are equipped with systems and authority.
Also called: FCR, one-call resolution.
Read the chapter: BDC metrics and KPIs →
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