It may be the best customer service metric your organization isn’t yet measuring: first contact resolution. And stats show FCR is a game changer:

• 12% of customers leave if it takes two or more calls to resolve their issue. (International Customer Management Institute)
• For every 1% improvement in FCR, you get a 1% improvement in customer satisfaction. (Service Quality Management Group)
• If a customer’s inquiry or problem is resolved in the first call, only 3% of those customers are at risk of going to a competitor, while 34% of customers who don’t get their inquiry or problem resolved say they’re likely to switch to a competing brand. (Service Quality Management Group)
• Almost two-thirds of consumers say they would be willing to spend more with a company following an excellent customer service experience.  One in four (26%) cite being shuffled from representative to representative with no resolution of their issue as the top reason for switching brands. (2012 American Express Global Customer Service Barometer)

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