--- title: Contact Center Articles | First Call Resolution description: First Call Resolution | Contact Center Articles --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - 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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Contact Center Articles ## [Everything You Wanted to Know About First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-everything-you-wanted-to-know-about-first-call-resolution) May 3, 2017 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) First call resolution (FCR) is best defined as the percentage of calls coming into your center that were satisfied completely on the first call, whether by IVR or by an agent. The goals of FCR include better agent performance, increased customer satisfaction, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-everything-you-wanted-to-know-about-first-call-resolution) ## [First Call Resolution - It’s Not Only a Quality Metric](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-first-call-resolution-its-not-only-a-quality-metric) Apr 19, 2017 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) I consider First Contact Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs. Thus, when you take steps to improve it, you add value to your enterprise, both in terms of loyalty and bottom line. Most managers ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-first-call-resolution-its-not-only-a-quality-metric) ## [Innovation and Involvement](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) May 17, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Service Recovery](https://resources.benchmarkportal.com/contact-center-articles/topic/service-recovery) The skills of ‘taking initiative and taking ownership’ are being evaluated on more performance reviews these days at all levels of responsibility. Some organizations nurture these skills and harness the results more than others. Agents, like all employees, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) ## [Communication](https://resources.benchmarkportal.com/contact-center-articles/communication) May 3, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Process Improvement](https://resources.benchmarkportal.com/contact-center-articles/topic/process-improvement), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Communication is the grease that makes things happen smoothly in contact centers. It is also an area in which there is often the greatest variance between management and agent perceptions. Managers sometimes feel they are doing a good job of communicating to ... [read more](https://resources.benchmarkportal.com/contact-center-articles/communication) ## [Customer Focus](https://resources.benchmarkportal.com/contact-center-articles/customer-focus) Apr 5, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction), [Process Improvement](https://resources.benchmarkportal.com/contact-center-articles/topic/process-improvement), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Agents exist to satisfy the needs of customers. Most agents feel this keenly and appreciate working for a company that is structured to support the goal of superior customer service. [read more](https://resources.benchmarkportal.com/contact-center-articles/customer-focus) ## [Coaching](https://resources.benchmarkportal.com/contact-center-articles/coaching) Mar 29, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Coaching for Success](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ... [read more](https://resources.benchmarkportal.com/contact-center-articles/coaching) ## [Quality Processes](https://resources.benchmarkportal.com/contact-center-articles/quality-processes) Mar 22, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Quality Assurance](https://resources.benchmarkportal.com/contact-center-articles/topic/quality-assurance), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Quality is key to customer satisfaction and loyalty. It is important that agents perceive a true commitment to quality on the part of their organizations, and that they feel the processes aimed at guaranteeing quality are working properly. [read more](https://resources.benchmarkportal.com/contact-center-articles/quality-processes) ## [Training and Promotions](https://resources.benchmarkportal.com/contact-center-articles/training-and-promotions) Mar 1, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Employee Incentives](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ... [read more](https://resources.benchmarkportal.com/contact-center-articles/training-and-promotions) ## [First Call Resolution Revisited](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-first-call-resolution-revisited) Jun 4, 2014 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) First call resolution (FCR) is a double-edged metric in that it relates to the quality of calls as well as the efficiency of the call center. In terms of quality, FCR is a customer-facing metric, as customers are very aware as to whether their call was ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-first-call-resolution-revisited) ## [The Business Case for First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/the-business-case-for-first-call-resolution) Jun 14, 2010 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) January 7th, 2010 by Peggy Carlaw pcarlaw@impactlearning.com Impact Learning Systems, a call center training company Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies ... [read more](https://resources.benchmarkportal.com/contact-center-articles/the-business-case-for-first-call-resolution) ## [First Call Resolution Revisited](https://resources.benchmarkportal.com/contact-center-articles/first-call-resolution-revisited) Mar 17, 2010 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) First call resolution revisited Date: Mar 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies Global Inc Below is the Recording of the show: [read more](https://resources.benchmarkportal.com/contact-center-articles/first-call-resolution-revisited) [All posts](https://resources.benchmarkportal.com/contact-center-articles/all) ### Join the Largest Community of Contact Center Professionals Get the latest industry news, solutions, and case studies every week. ### Join the Largest Community of Contact Center Professionals Search Search ### Articles & News - [Contact Center Articles (86)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) - [CallTalk Caramels (43)](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels) - [Agent Voices (28)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Agent Turnover (21)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover) - [Agent Satisfaction (15)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction) - [Contact Center Economics 101 (11)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101) - [First Call Resolution (11)](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution) - [Management (10)](https://resources.benchmarkportal.com/contact-center-articles/topic/management) - [At-Home Agents (9)](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents) - [Top Contact Centers Contest (9)](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) - [Benchmarking (8)](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking) - [Agent Development (7)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development) - [Call Center Agents (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-agents) - [Customer Service (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service) - [Workforce Management (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management) - [After Call Work Time (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time) - [Best Practices (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices) - [Coaching for Success (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success) - [Hold Time (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time) - [Average Talk Time (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time) - [Caller Satisfaction (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction) - [Compensation Strategies (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/compensation-strategies) - [Hiring (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring) - [call center planning (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-planning) - [customer service week (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service-week) - [A.I. 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