Most Companies Actively Measuring First Call Resolution Are Experiencing Improvement. Seventy percent of companies measuring FCR performance reported improvement in their performance, while only 4 percent reported no improvement. The remainder, 26 percent were unable to determine. Those reporting improvement ranged from 2 to 15 percent with an average annual gain of 8 to 9 percent

Improvement in First Call Resolution is Most Closely Tied to Root Cause Analysis, Process Improvement, and Training/Coaching. Those reporting significant improvement in FCR performance also indicated that they had recently implemented focused initiatives aimed at increasing FCR awareness and improving performance. In addition, companies reported using root cause analysis and process improvement to effect real change in the way calls are handled, thereby increasing the opportunities for achieving first call resolution. Indeed, most survey participants confirmed that first call resolution performance was a key driver of continual improvement efforts.

from Achieving First Call Resolution 2008, a new research report published by the Ascent Group, Inc.