Return to List of Recent Blog Posts The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed –
The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. This article provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates. Leverage these benchmarks as a guideline to establish your optimal FCR performance level.