What is the true definition of First Call Resolution?
• Any call resolved during the initial call by someone in a group that takes inbound calls, which can include resolution by someone else in the same group as long as resolution occurs on the caller’s first call. • A customer calls, and the call center forwards it as a warm transfer to Tier 2 for resolution. Tier 2 resolves the issue. • Any call that is both answered and solved during the single initial call with no further work required by anyone other than the person who answered the call. • Any call that can be resolved by the frontline group. If it is a call type that isn’t typically resolved by this group, it is reclassified and closed as a resolved ticket. • None of the above. Click here for correct answer and a few additional resources on FCR.
