The Most Important Metric to Gauge Customer Service Success (or Failure)

Updated: November 22, 2010

Enkata's white paper (2009 www.enkata.com) reports that only 40% of contact centers are measuring First Call Resolution (FCR), SQM Group puts the percentage at 50% (SQM's World Class Call Center Book excerpt, p. 1), yet less than 20% are measuring FCR for all of their calls according to a study by ICMI (International Customer Management Institute).

BenchmarkPortal.com reports best practices at 86%. My question is what about the 14% that are calling you more than once, more than twice? This not only frustrates your employees and yourselves, but your customers as well. Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer service success.

It was further noted that 65% of all repeat calls are the result of agent errors. For instance, if an agent:

  1. Doesn't give a confident answer
  2. Doesn't set the proper expectations
  3. Doesn't follow through on a commitment
  4. Simply gives the wrong answer

A typical customer will not call back. Not only does this keep costs high, but it decreases customer loyalty and increases turnover. In addition, SQM Group suggests there is a 20% point drop in customer satisfaction for each additional call required to resolve the customer call. (SQP Group, FCR 2008, p. 3) Additionally, customers who did not get their call resolved are 5 times more likely to defect than those who had their call resolved (p. 5).

On the other hand, improving FCR can:

  1. Reduce overall customer calls
  2. Decrease rework
  3. Improve service
  4. Enhance customer satisfaction
  5. Up-sell and cross-sell opportunities
  6. High value customer interactions
  7. Take customers from satisfied to loyal
Featured Research
  • Can Gamification Improve Contact Center Performance

    We have all heard the phrase "all work and no play". Well, would you believe us if we were to tell you that by implementing gamification you can INCREASE contact center engagement, morale, and overall performance? Spoiler alert: 89% of contact center employees believe that a point system within their contact center would boost their engagement! more

  • 10 Steps for Creating an Accurate Call Center Forecast

    While other customer service channels are gaining traction, phone support is still one of the most HEAVILY used customer service communication methods. Now what does this mean for YOUR business? We answer that question and more in our latest paper which discusses the importance of knowing call volumes, peak call times, and industry trends so YOU can accurately staff your call center to handle all your clients demands. more

  • Are You Getting an A for Effort?

    It isn't too much of a stretch to think that when customers contact your business, they are looking to solve their problem with minimal fuss. With the wide variety of options now at the customer's fingertips it is ESSENTIAL that we not only act personably when they contact our businesses, but also solve their problems quickly, efficiently, and with minimal effort required on their end. This white paper dives into how you can ensure that your business is able to measure and manage customer effort so that you can build brand loyalty and increase profits. more

  • [Infographic] 8 Signs Its Time to Update Your Call Center Software

    Most people don't realize they need to change until it's too late. Let us help you avoid having your business fall into that trap. While there are upfront costs that are associated with updating your call center software, the payoff in customer satisfaction and loyalty will more than alleviate those concerns. more

  • The Benefits of Multilingual Support in the Contact Center

    As of 2017, there’s not a contact center on the planet that doesn’t stand to benefit from offering multilingual support. Furthermore, the benefits are more plentiful than you might’ve thought … Clearly, scaling and engagement opportunities are strengthened, but have you considered your company’s perception, customer loyalty and savings? more