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Key Performance Indicators (KPI) by Bernard Marr

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First contact resolution (FCR)

Strategic perspective

Operational processes and supply chain perspective

Key performance question this indicator helps to answer

How effectively are we resolving our customer queries at first contact?

Why is this indicator important?

Most companies run contact centres to interact and do business with their customers. For example, contact centres are used to handle customer questions or complaints, provide service advice or technical support and of course to do business with customers (e.g. make bookings, purchase goods, renew contracts, etc.). Customer contacts can be either live phone calls or e-mail interactions.

If you are resolving a customer problem at first contact it means that you are improving ...

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