Question

what is first call in a organization ?​

Answer 1

Answer:

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center's ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.

Answer 2

Answer:

I hope you will like this answer

Explanation:

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.

FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty, but also measures your agents’ efficiency and, ultimately, acts as an important factor in contact center profitability.

Often, FCR metrics are considered along with talk time (the average time spent on a customer call). High FCR rates, paired with low talk time, is a common goal for contact centers.