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Should first call resolution (FCR) calculations include transferred calls?

Whether you include or exclude transferred calls in FCR is highly dependent on many factors, says Lori Bocklund, call center metrics expert. Read her advice in this expert tip.

When calculating first call resolution (FCR), do you recommend including or excluding transferred calls?
Whether you include or exclude transferred calls in FCR is highly dependent on your call center routing and skills scheme, processes, contact types, and measures of "success" for the customer. In some call centers, the intended setup is for a front line "generalist" team to handle the relatively easy calls, and to transfer calls to specialists when needed. These call centers are more likely to consider a transfer OK, and thus call it a successful FCR if the specialist can meet all the customer's needs. If you've designed your center with lots of skills segmentation and you segment calls to "get the caller to the right agent right away" (especially with prompting), your customer probably would not consider a transfer as acceptable. As you can see, FCR is one of the harder metrics to define, and it is also hard to measure. It is important to clearly define what makes sense for your environment, and consistently measure, track, and trend it.

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