In customer service, “first call” and “first attempt” typically refers to the initial effort made by a customer service representative to address or resolve a customer’s inquiry, request, or issue. It signifies the first contact or interaction made with the aim of providing appropriate assistance and resolving the customer’s concern.
Monitoring and improving first call resolution (FCR) rates as critical KPIs are common practices in customer service management. Companies aim to optimize their processes, empower customer service representatives with information and tools, and enhance training to increase the likelihood of resolving issues satisfactorily on the first contact.
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