What are inbound calls closed on the first call?
Inbound calls closed on the first call is another term for first call resolution (FCR) used in the call center industry. It applies to addressing the caller’s needs satisfactorily the first time they call. It eliminates the follow-up call from their clients.
Inbound calls closed on the first call are often used with the talk time metric. Contact centers usually strive for high inbound calls closed on first call rates combined with low talk time. It is also an excellent tool for assessing the effectiveness of your call center.
For both the client and the agents, a problem that covers many interactions is a waste of time. The more clients you can assist, the sooner you can settle their issues.
The advantages of inbound calls closed on the first call.
The primary advantage of monitoring inbound calls closed on the first call is the possibility to track and address problems that reduce FCR rates. Fewer problems lead to higher FCR rates, and higher FCR leads to satisfied clients.
An improvement in inbound calls closed on the first call leads to an increase in customer satisfaction. Customers offer you consent and the ability to demonstrate the level of service they expect. It’s an excellent opportunity for your company if you can address their questions on the first call.