{"id":161,"date":"2014-08-20T15:34:02","date_gmt":"2014-08-20T15:34:02","guid":{"rendered":"http:\/\/www.vcallglobal.com\/blog\/?p=161"},"modified":"2022-06-05T10:15:34","modified_gmt":"2022-06-05T10:15:34","slug":"how-to-handle-second-calls-and-improve-fcr-rates","status":"publish","type":"post","link":"https:\/\/www.vcallglobal.com\/blog\/2014\/08\/how-to-handle-second-calls-and-improve-fcr-rates\/","title":{"rendered":"How to Handle Second Calls and Improve FCR Rates?"},"content":{"rendered":"

\"callFCR (First Call Resolution) is the measuring milestone for all the agents working within call center outsourcing<\/a> set up. If a customer has to make repeated calls for the same issue then the loyalty will definitely dwindle. A lost customer is more than a mere number; it is a lost opportunity to turn a customer into a brand evangelist. Though FCR is given the most importance in call center settings, but there are instances when it is impossible for the agents to resolve a complex issue at first contact. The rates of FCR may also vary as per the industry. For support processes related to remote computer support often the problems are so complex and hard to comprehend that the agent might not be able to suggest a remedy immediately. This is why there should be a plan in place for Second Call Handling. Even if the problem is not solved in the first instance, it should not go beyond the second call. Avoiding repeat calls can cut the operational costs as well as minimize the stress on the call centers services<\/strong><\/a>. Repeat calls do eat up a lot of the time that agents spend on the floors. If those calls can be cut down, then the agents can focus more on providing quality support to complex problems.<\/p>\n

Studies show that most of the customers may be kept happy if their problem is resolved within the first two calls. The sensible callers often understand the situation, if their problem is addressed to on the second contact. To have a good plan ready for second call resolution, the call centers should utilize repeat call tracking. This tracking will help prepare the agents better for second call resolution, provide information about the repeat callers, show the FCR rates and help the management to understand the root cause of problems. The repeat call track goes through all the calls and identifies reasons for repeat calls.<\/p>\n

Difference between FCR and RCT<\/h3>\n

There are some minor but significant differences between FCR and Repeat Call Tracking such as:<\/p>\n