{"id":41147,"date":"2020-12-03T00:00:00","date_gmt":"2020-12-03T08:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/first-call-resolution-industry-standard\/"},"modified":"2025-07-14T05:19:41","modified_gmt":"2025-07-14T12:19:41","slug":"first-call-resolution-best-practices","status":"publish","type":"post","link":"\/us\/en\/blog\/first-call-resolution-best-practices\/","title":{"rendered":"8 first call resolution best practices: Benefits, challenges, and more"},"content":{"rendered":"<p>For most <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a>, their biggest goal is to provide exceptional customer service. How to do this? The first step is to improve first call resolution (FCR).<\/p>\n<p><span style=\"font-weight: 400;\">Improving FCR<\/span><span style=\"font-weight: 400;\"> can yield countless benefits for your business, including lower costs, improved employee productivity, and a better <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this article, we\u2019ll cover what<\/span><span style=\"font-weight: 400;\"> FCR<\/span><span style=\"font-weight: 400;\"> is, examine its challenges and benefits, and share some best practices for improving it in your <\/span><span style=\"font-weight: 400;\">contact center<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep reading to learn:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#what\"><span style=\"font-weight: 400;\">What is &#8220;first call resolution&#8221;?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#call\"><span style=\"font-weight: 400;\">What is first call resolution in a call center?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#industry\"><span style=\"font-weight: 400;\">What is the industry standard for first call resolution?\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#good\"><span style=\"font-weight: 400;\">What is a &#8220;good&#8221; FCR?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#why\"><span style=\"font-weight: 400;\">Why is first call resolution so important?\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#how\"><span style=\"font-weight: 400;\">How do I improve my first call resolution?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#imp\"><span style=\"font-weight: 400;\">Improving FCR: 4 tips for agents<\/span><\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83d\udd11\u00a0 What\u2019s the key to improving FCR? Grab our customer-centric eBook to find out.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/the-key-to-building-a-customer-centric-team.pdf\" data-id=\"69d268b20292e\" id=\"69d268b20292e\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d268b20292e.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a Get this free eBook to learn how to build a customer-centric team. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d268b20292e.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2><span style=\"font-weight: 400;\"><a id=\"what\"><\/a><br \/>\nWhat is<\/span> &#8220;<span style=\"font-weight: 400;\">first call resolution&#8221;<\/span><span style=\"font-weight: 400;\">?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">First call resolution<\/span><span style=\"font-weight: 400;\"> (<\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">), also known as <\/span><span style=\"font-weight: 400;\">first contact resolution<\/span><span style=\"font-weight: 400;\">, is an <\/span><span style=\"font-weight: 400;\">important metric <\/span><span style=\"font-weight: 400;\">for monitoring customer service<\/span><span style=\"font-weight: 400;\">. <\/span><span style=\"font-weight: 400;\">\u00a0It measures a company\u2019s ability to handle and resolve <\/span><span style=\"font-weight: 400;\">customer calls<\/span><span style=\"font-weight: 400;\">, emails, and other support requests across different channels in the <\/span><span style=\"font-weight: 400;\">first interaction<\/span><span style=\"font-weight: 400;\">.\u00a0\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"call\"><\/a><br \/>\nWhat is<\/span> <span style=\"font-weight: 400;\">first call resolution <\/span><span style=\"font-weight: 400;\">in a <\/span><span style=\"font-weight: 400;\">call center<\/span><span style=\"font-weight: 400;\">?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">FCR is one of the key <\/span><a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\"><span style=\"font-weight: 400;\">call center metrics<\/span><\/a><span style=\"font-weight: 400;\"> used to assess customer service standards. It\u2019s a way of understanding how effectively your team is handling <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> requests the <\/span><span style=\"font-weight: 400;\">first time <\/span><span style=\"font-weight: 400;\">around, without the customer having to<\/span><span style=\"font-weight: 400;\"> call back<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">What is &#8220;<\/span><span style=\"font-weight: 400;\">first contact resolution <\/span><span style=\"font-weight: 400;\">rate&#8221;?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">First contact resolution<\/span><span style=\"font-weight: 400;\"> rate is pretty similar to the idea of first call resolution, except as you can probably tell by the name, it refers to the percentage of <em>all<\/em> \u00a0<\/span><span style=\"font-weight: 400;\">customer support <\/span><span style=\"font-weight: 400;\">requests (not just calls) across channels like live chat and social media that were successfully resolved during the customer\u2019s <\/span><span style=\"font-weight: 400;\">first interaction <\/span><span style=\"font-weight: 400;\">with a customer service agent.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">First contact resolution<\/span><span style=\"font-weight: 400;\"> rate formula<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">To track your <\/span><span style=\"font-weight: 400;\">FCR performance<\/span><span style=\"font-weight: 400;\">, there\u2019s a simple formula to follow.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To find your <\/span><span style=\"font-weight: 400;\">FCR rate<\/span><span style=\"font-weight: 400;\">, divide the total resolved cases in the customer\u2019s<\/span><span style=\"font-weight: 400;\"> first interaction<\/span><span style=\"font-weight: 400;\"> by the total number of cases in a day. Here\u2019s the formula:\u00a0<\/span><\/p>\n<div class=\"tip\">First Contact Resolution <span style=\"font-weight: 400;\">= Total Resolved Cases \/ Total Number of Cases\u00a0<\/span><\/div>\n<p><span style=\"font-weight: 400;\">A high <\/span><span style=\"font-weight: 400;\">first contact resolution<\/span><span style=\"font-weight: 400;\"> rate means that your team is effectively resolving support issues the <\/span><span style=\"font-weight: 400;\">first time<\/span><span style=\"font-weight: 400;\"> they arise, without the customer having to <\/span><span style=\"font-weight: 400;\">call back <\/span><span style=\"font-weight: 400;\">or turn to a different support channel.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"industry\"><\/a><br \/>\nWhat is the industry standard for <\/span><span style=\"font-weight: 400;\">first call resolution<\/span><span style=\"font-weight: 400;\">?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s hard to provide a definite answer to this question, as <\/span><span style=\"font-weight: 400;\">FCR rates<\/span><span style=\"font-weight: 400;\"> differ across businesses and support teams. It also depends on the <\/span><span style=\"font-weight: 400;\">number of customers<\/span><span style=\"font-weight: 400;\">, the budget businesses allocate towards customer service training, and how complex your product is. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, research has shown that the industry standard <\/span><span style=\"font-weight: 400;\">first call resolution rate<\/span><span style=\"font-weight: 400;\"> is <\/span><a href=\"http:\/\/hopeprojectdc.org\/getattachment\/Our-Program\/Admission\/001First-Contact-Resolution-Rate-v2-(2).pdf.aspx\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">approximately 74%<\/span><\/a><span style=\"font-weight: 400;\">. However, this varies of course according to the nature of the request, request platform, industry, etc.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Generally,<\/span><span style=\"font-weight: 400;\"> FCR<\/span> <span style=\"font-weight: 400;\">rates<\/span><span style=\"font-weight: 400;\"> close to 90% are considered high, while 40% is considered the &#8220;low&#8221; end.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"good\"><\/a><br \/>\nWhat is a &#8220;good&#8221; <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If the industry standard f<\/span><span style=\"font-weight: 400;\">irst contact resolution<\/span> <span style=\"font-weight: 400;\">rate <\/span><span style=\"font-weight: 400;\">is 74%, we could say that everything above that should be considered \u201cgood&#8221;\u2014right? <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Well, not exactly. <\/span><span style=\"font-weight: 400;\">FCR rates<\/span><span style=\"font-weight: 400;\"> can\u2019t be compared with the rates of other businesses and organizations whose processes, teams, and technology are quite different from each other.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Companies that have an effective <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-self-service\/\"><span style=\"font-weight: 400;\">self-service strategy<\/span><\/a><span style=\"font-weight: 400;\"> in place to help customers find their own solutions, for instance, will receive trickier requests that may take a <\/span><span style=\"font-weight: 400;\">second call<\/span><span style=\"font-weight: 400;\"> or an escalation to solve. This lowers the <\/span><span style=\"font-weight: 400;\">FCR rate<\/span><span style=\"font-weight: 400;\"> compared to competitors with no self-service at all who will still deal with simpler support requests.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And that&#8217;s not all. <\/span><span style=\"font-weight: 400;\">FCR rates<\/span><span style=\"font-weight: 400;\"> vary not only across industries, but within certain sectors as well. It\u2019s also important to note that <\/span><span style=\"font-weight: 400;\">different companies<\/span><span style=\"font-weight: 400;\"> might measure <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> in different ways that are more effective their specific business\u2014there&#8217;s just no one right answer.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While we can say that a <\/span><span style=\"font-weight: 400;\">high FCR<\/span><span style=\"font-weight: 400;\"> is generally a good thing, it\u2019s not always as simple as looking at the big picture and comparing rates against competitors.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"why\"><\/a><br \/>\nWhy is first call resolution (<\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">) so important?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If your business strives to deliver quality customer service, then<\/span><span style=\"font-weight: 400;\"> FCR <\/span><span style=\"font-weight: 400;\">should be a crucial focus. <\/span><span style=\"font-weight: 400;\">FCR <\/span><span style=\"font-weight: 400;\">is so important because:<\/span><\/p>\n<ul>\n<li><b>It helps you retain customers: <span style=\"font-weight: 400;\">Poor customer service is one of the main reasons that customers change their business loyalties. Solving <\/span><span style=\"font-weight: 400;\">pain points<\/span><span style=\"font-weight: 400;\"> at the first <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-interaction\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer interaction<\/span><\/a><span style=\"font-weight: 400;\"> can be the difference between whether they stay or go. If a customer is dissatisfied with their <\/span><span style=\"font-weight: 400;\">service experience<\/span><span style=\"font-weight: 400;\">, they might turn to your competitors.\u00a0<\/span><\/b><\/li>\n<li><b>It can turn dissatisfied customers into satisfied ones: <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf#page=8\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">32%<\/span><\/a><span style=\"font-weight: 400;\"> of customers will leave a brand after a single bad experience. And if you&#8217;ve been on social media or read reviews on Google, then you know that unhappy customers will sometimes vent their frustrations online in public. If you have a good <\/span><span style=\"font-weight: 400;\">FCR, it <\/span><span style=\"font-weight: 400;\">can turn potential brand detractors into brand promoters (used in measuring the <\/span><span style=\"font-weight: 400;\">Net Promoter Score<\/span><span style=\"font-weight: 400;\">, or <\/span><span style=\"font-weight: 400;\">NPS<\/span><span style=\"font-weight: 400;\">)\u2014provided, of course, that you can effectively solve their requests.<\/span><\/b><\/li>\n<li><b>It maximizes agent productivity: <\/b><span style=\"font-weight: 400;\">Solving a <\/span><span style=\"font-weight: 400;\">customer\u2019s issue<\/span><span style=\"font-weight: 400;\"> during the<\/span><span style=\"font-weight: 400;\"> first interaction <\/span><span style=\"font-weight: 400;\">means that your support team will deal with fewer repeat requests. This results in shorter wait times for customers and more time for support staff to spend on more complex requests.<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Challenges of improving<\/span><span style=\"font-weight: 400;\"> first call resolution<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are many challenges businesses face when it comes to <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">. And a lot of these challenges to first call issue resolutions have to do with technology\u2014for example<\/span><span style=\"font-weight: 400;\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Complex <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> menus<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Long hold times<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Insufficient or inaccessible information<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">High agent turnover<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Lack of agent authority (in extreme cases, would your team have the authority to take more drastic measures to help a customer, for example, by offering a discount?)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The good news is, customer service technology has come a long way in recent years. There are different ways to address challenges by implementing improved <\/span><span style=\"font-weight: 400;\">call center<\/span><span style=\"font-weight: 400;\"> software, speech analytics, and customer feedback. (A good first step is to streamline the way your <\/span><span style=\"font-weight: 400;\">contact center<\/span><span style=\"font-weight: 400;\"> handles <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> data<\/span><span style=\"font-weight: 400;\">.)<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"how\"><\/a><br \/>\nHow do I improve my <\/span><span style=\"font-weight: 400;\">first call resolution<\/span><span style=\"font-weight: 400;\">?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019ll need to outline clear goals, understand how to track <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> effectively, and put an improvement plan in place. Once your plan is put into action, remember to measure performance, track<\/span><span style=\"font-weight: 400;\"> benchmark<\/span> <span style=\"font-weight: 400;\">metrics<\/span><span style=\"font-weight: 400;\">, and stay on top of tech trends. Below are some best practices for <\/span><span style=\"font-weight: 400;\">improving<\/span> <span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> in your <\/span><span style=\"font-weight: 400;\">contact center.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Find the root cause behind delayed <\/span><span style=\"font-weight: 400;\">first contact resolution<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Getting to the root causes behind a low <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> rate will help you to identify common issues, inefficiencies, and knowledge gaps. Armed with this information, you can take the necessary actions to improve <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">. To identify issues, ask yourself these questions:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Why are support requests taking place across different channels? (e.g., phone, <\/span><span style=\"font-weight: 400;\">social media<\/span><span style=\"font-weight: 400;\">, email, etc.)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Why wasn\u2019t the caller satisfied during the first call?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Why are calls being transferred?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Who are calls being transferred to?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Why was the call routed to the <\/span><span style=\"font-weight: 400;\">wrong department<\/span><span style=\"font-weight: 400;\">?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">How can you find the answers to these questions?\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Examine the data.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Refer to call logs and recordings.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Analyze customer feedback.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ask your agents.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ensure that you\u2019re consistently analyzing the support process and<\/span><span style=\"font-weight: 400;\"> FCR <\/span><span style=\"font-weight: 400;\">rate. This way you can continue to improve and streamline support processes as your business grows.<\/span><\/p>\n<p>Of course, it helps if you have the right system in place. Is your team equipped with cutting edge features such as <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\">business phone service<\/a>, <a href=\"https:\/\/www.ringcentral.com\/ccaas.html\">CCaaS<\/a>, <a href=\"https:\/\/www.ringcentral.com\/virtual-call-center.html\">virtual call center<\/a>, and <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a>?<\/p>\n<h3><span style=\"font-weight: 400;\">2. Create an informative <\/span><span style=\"font-weight: 400;\">knowledge base<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A <\/span><span style=\"font-weight: 400;\">knowledge base <\/span><span style=\"font-weight: 400;\">is a key component of your <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> strategy. Provide your customers with access to a <a href=\"https:\/\/foozagency.com\/the-power-of-help-centers-on-websites\/\">self-service help center<\/a> that they can use to find answers to common questions.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/create-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Create a knowledge base<\/span><\/a><span style=\"font-weight: 400;\"> that features articles, video explanations, and tutorials. By empowering customers to find their own solutions to their problems, you can reduce the costs involved in extra workloads for <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> agents, and maximize their productivity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to setting up your<\/span><span style=\"font-weight: 400;\"> knowledge base<\/span><span style=\"font-weight: 400;\">, remember to:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensure that you have a robust and intuitive help-desk software<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Organize its contents so that customers can quickly and easily find solutions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Include content that is well-written and accessible<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In many cases solving a customer\u2019s pain point can be as simple as sharing an informative article from your <\/span><span style=\"font-weight: 400;\">knowledge base<\/span><span style=\"font-weight: 400;\">. This improves <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> by ensuring customers that reach out for help regarding frequently asked questions via phone, email, or <\/span><span style=\"font-weight: 400;\">social media<\/span><span style=\"font-weight: 400;\"> can resolve their issues and won\u2019t have to contact you again.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. Analyze customer behavior and anticipate their needs<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The more you know about your customers, the better. Understanding why your customers are calling for support is a key factor in ensuring your support team is prepared to meet their needs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Anticipate the issues your customers might encounter, before they occur. This will improve <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><span style=\"font-weight: 400;\"> and <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">. To do this, you should analyze customer feedback and note down the frustrations they encounter when using your product or service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This data will provide insight into common concerns the customer might have after the call. You can anticipate their needs during the first call and save them from having to reach out again in the future.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Require minimal customer effort<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customers expect fast and easy<\/span><span style=\"font-weight: 400;\"> service experiences<\/span><span style=\"font-weight: 400;\">. Ensuring customers don\u2019t have to jump through hoops to acquire sufficient support is crucial to customer service success.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/blog.hubspot.com\/news-trends\/customer-acquisition-study\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">93%<\/span><\/a><span style=\"font-weight: 400;\"> of customers are more likely to make a repeat purchase from a company that offers excellent customer service. Solving issues efficiently and effectively the <\/span><span style=\"font-weight: 400;\">first time<\/span><span style=\"font-weight: 400;\"> around results in better <\/span><span style=\"font-weight: 400;\">FCR rates <\/span><span style=\"font-weight: 400;\">and improved <\/span><span style=\"font-weight: 400;\">customer retention<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider implementing a <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/small-business-call-center\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">call center software<\/span><\/a> <span style=\"font-weight: 400;\">that provides intelligent routing features. For example, <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\">RingCentral&#8217;s Contact Center<\/a> solution gives you:\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/www.ringcentral.com\/contact-center\/skills-based-routing.html\">Skills-based routing<\/a><span style=\"font-weight: 400;\"> to connect your customers to the best agent. This ensures that customers are paired with the agent most well-equipped to handle their requests quickly and effectively, without having to wait in a general queue. If there&#8217;s one thing customers hate, it&#8217;s waiting:<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-full wp-image-42964\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/annoyances-about-calling-companies-scaled-e1604521339121.jpg\" alt=\"annoyances about calling companies\" width=\"900\" height=\"471\" \/><\/a><\/p>\n<ul>\n<li>Omnichannel routing<span style=\"font-weight: 400;\"> so that customers can reach out to you on any channel at any time. If a customer reaches out on Twitter, then calls you, would you be able to see the full picture of these interactions? (You should be able to!)<\/span><\/li>\n<li>AI digital routing<b><span style=\"font-weight: 400;\"> that uses machine learning to effectively understand message intent and route messages accordingly. For instance, RingCentral\u2019s AI digital routing can recognize 72 different languages, as well as text semantics, email metadata, and more for more effective routing.<\/span><\/b><\/li>\n<li><a href=\"https:\/\/www.ringcentral.com\/ai-receptionist\">AI Receptionist<\/a> functionality to handle common customer inquiries right away. It can answer FAQs, provide immediate assistance, or even schedule a follow-up call\u2014reducing friction and keeping customers satisfied while they wait for an agent.<\/li>\n<li>Voicemail routing<b> <span style=\"font-weight: 400;\">that gives callers the option to leave a message or receive a call back later to ensure all calls are properly prioritized.<\/span><\/b><\/li>\n<li><span style=\"font-weight: 400;\">Last but not least, <\/span>data-driven <span style=\"font-weight: 400;\">routing uses open APIs to use backend data to make better connections, build better relationships, and improve first call resolution.\u00a0<\/span><\/li>\n<\/ul>\n<p>Here&#8217;s a quick look at how it works:<\/p>\n<div class=\"rc_custom_video\"><a class=\"rc_custom_video__link\" href=\"https:\/\/www.youtu.be\/PZC3o5YN90E\">\n\t\t            <picture><source srcset=\"https:\/\/i.ytimg.com\/vi_webp\/PZC3o5YN90E\/maxresdefault.webp\" type=\"image\/webp\"><img decoding=\"async\" class=\"rc_custom_video__media\" src=\"https:\/\/i.ytimg.com\/vi\/PZC3o5YN90E\/maxresdefault.jpg\" alt=\"\">\n\t\t            <\/picture>\n\t\t        <\/a><br \/>\n\t\t        <button class=\"rc_custom_video__button\" aria-label=\"Play video\"><svg width=\"68\" height=\"48\" viewBox=\"0 0 68 48\"><path class=\"rc_custom_video__button-shape\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\"><\/path><path class=\"rc_custom_video__button-icon\" d=\"M 45,24 27,14 27,34\"><\/path><\/svg><br \/>\n\t\t        <\/button>\n\t\t    <\/div>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Businesses today have to be able to provide <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">omnichannel customer service<\/span><\/a><span style=\"font-weight: 400;\"> across different digital channels like phone, email, <\/span><span style=\"font-weight: 400;\">social media<\/span><span style=\"font-weight: 400;\">, web chat, and more. Again, RingCentral lets you consolidate conversations with customers across all these channels in one convenient dashboard:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44859\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/03\/engage-digital-all-sources-conversations.png\" alt=\"engage digital all sources conversations\" width=\"900\" height=\"456\" \/><\/p>\n<p><span style=\"font-weight: 400;\"> It\u2019s important to make sure that your support channels are optimized for mobile so that customers can get in touch whenever and wherever is most convenient for them.\u00a0<\/span><\/p>\n<hr \/>\n<div class=\"tip\">\n<div class=\"tip-heading\">\n<p class=\"p1\"><span class=\"s1\">\ud83d\udd79\ufe0f<\/span> Get a hands-on look at how RingCentral can help you achieve a high FCR\u2014book a product tour:<\/p>\n<p class=\"p1\"><button data-href=\"#leadform-popup\" class=\"js-open-popup-activator btn primary\" >Choose a time<\/button><\/p>\n<p class=\"p1\"><span class=\"s1\">\ud83d\udcb0<\/span> You can also <a href=\"http:\/\/www.ringcentral.com\/roi-calculator\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"s2\"><b>use this calculator<\/b><\/span><\/a><b> <\/b>to see roughly how much your business could save by using RingCentral to support your team&#8217;s communication with each other\u2014and clients.<\/p>\n<hr \/>\n<p><b>\ud83d\udca1 Pro-tip:\u00a0<\/b><\/p>\n<\/div>\n<p>Make sure that your contact information can be easily found. Do this by including clear links on your website, support center, and products themselves.<\/p>\n<\/div>\n<h3><span style=\"font-weight: 400;\">5. Provide effective <\/span><span style=\"font-weight: 400;\">agent training<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If you want to improve your <\/span><span style=\"font-weight: 400;\">FCR rate<\/span><span style=\"font-weight: 400;\">, a good place to start is by providing effective coaching for your <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> agents. Support agents should be well-informed about products or services, and trained in how to handle difficult queries and upset customers. Moreover, they should never stop learning. (Nor should you: implementing a <a href=\"https:\/\/www.ringcentral.com\/contact-center\/workforce-management.html\">workforce management<\/a> or <a href=\"https:\/\/www.ringcentral.com\/call-center-management.html\">call center management<\/a> tool can be hugely beneficial.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hold frequent coaching sessions to ensure your support team staff are always equipped with the knowledge they need to effectively solve customers\u2019 problems during the first call. This prevents them from sharing inaccurate information, or having to escalate the call.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sometimes the right agent won\u2019t be available to answer a call. To plan for occasions like this it\u2019s important to cross-train employees across various areas. If every agent is coached on troubleshooting, you can prevent cases like this from negatively impacting your <\/span><span style=\"font-weight: 400;\">FCR<\/span> <span style=\"font-weight: 400;\">rate.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Follow up<\/span><span style=\"font-weight: 400;\"> with post-call surveys about the customer\u2019s experience<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A great way to measure<\/span><span style=\"font-weight: 400;\"> FCR <\/span><i><span style=\"font-weight: 400;\">and <\/span><\/i><span style=\"font-weight: 400;\">customer satisfaction<\/span><span style=\"font-weight: 400;\"> (<\/span><span style=\"font-weight: 400;\">CSAT<\/span><span style=\"font-weight: 400;\">) is to ask customers to answer a phone survey after the call, or send a <\/span><span style=\"font-weight: 400;\">follow-up<\/span><span style=\"font-weight: 400;\"> email.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider asking if they\u2019re satisfied with their support experience, whether their problem was effectively resolved, and if they\u2019d recommend you based on their customer <\/span><span style=\"font-weight: 400;\">service experience<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conducting this outreach is a great way to get valuable insight into your <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> and will help you to address dissatisfied customers directly and immediately.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. Empower your <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> team<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are a few ways that you can empower your support team to improve <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Review your customer service procedures often to ensure certain internal policies aren\u2019t hindering your agent\u2019s ability to effectively resolve problems during the first call. If your team isn\u2019t authorized to carry out certain activities with approval from a senior manager, it might result in drawn-out support calls\u2014and lower <\/span><span style=\"font-weight: 400;\">FCR rates<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider reviewing your more complex processes and empowering your support staff with more authority to resolve support tickets without having to transfer calls or keep customers waiting. It can be worth allowing your agents to:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Issue returns and refunds<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Adjust billing cycles<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Remove shipment charges<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Apply discounts<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It\u2019s important to empower your support team with the best tools to efficiently solve customers\u2019 <\/span><span style=\"font-weight: 400;\">pain points<\/span><span style=\"font-weight: 400;\"> and avoid <\/span><span style=\"font-weight: 400;\">repeat calls<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Collaboration tools and instant messaging can promote <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> by enabling service reps to tap into other resources while remaining connected to the customer. Additionally, customer context data gleaned from <\/span><span style=\"font-weight: 400;\">CRM<\/span><span style=\"font-weight: 400;\"> can provide agents with backstories and guidance for scripts or business rules, as well as informing <\/span><span style=\"font-weight: 400;\">advanced call routing<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another essential tool for customer service teams is a unified agent desktop (UAD). This can streamline training processes and make it easier for agents to navigate back-end systems to handle customer requests more efficiently. This reduces the transfer and <\/span><span style=\"font-weight: 400;\">escalation<\/span><span style=\"font-weight: 400;\"> of complex tickets, allowing them to resolve issues faster.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">8. Motivate your customer service team<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If you want to achieve better<\/span><span style=\"font-weight: 400;\"> FCR rates<\/span><span style=\"font-weight: 400;\">, make sure your agents are happy. Motivating agents and boosting company morale will result in more productive agents who are eager to assist customers.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.slideshare.net\/RightNow\/2011-customer-experience-impact-report\/5\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">73%<\/span><\/a><span style=\"font-weight: 400;\"> of customers fall in love with a brand and stay loyal as a result of friendly customer service reps. With this in mind, it\u2019s clear that happy agents means happy customers. When employees are motivated to come to work, they\u2019re more likely to take the time to properly answer questions and deal with customer frustrations effectively.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Quantity of calls handled in a period is one of the most common <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-service-kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer service KPIs<\/span><\/a><span style=\"font-weight: 400;\">, however, it shouldn\u2019t directly affect <\/span><span style=\"font-weight: 400;\">improving<\/span> <span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">. Agents should be encouraged to focus on the <\/span><i><span style=\"font-weight: 400;\">quality <\/span><\/i><span style=\"font-weight: 400;\">of a call, rather than the number of calls they can get through.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ensure that your employees are happy at work and empowered with all the tools they need to provide exceptional customer service.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"imp\"><\/a><br \/>\nImproving<\/span> <span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\">: 4 tips for agents<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Agents are your business\u2019s most important assets when it comes to <\/span><span style=\"font-weight: 400;\">improving FCR<\/span><span style=\"font-weight: 400;\">. Below are some tips for agents to handle calls more efficiently:\u00a0<\/span><\/p>\n<ol>\n<li><b>Understand the customer\u2019s needs: <span style=\"font-weight: 400;\">Listen carefully to the <\/span><span style=\"font-weight: 400;\">customer\u2019s issues <\/span><span style=\"font-weight: 400;\">and understand what they need from you. To better understand why they\u2019re calling, you should ask clarifying questions and repeat information back to the customer.\u00a0<\/span><\/b><\/li>\n<li><b>Set realistic expectations: <span style=\"font-weight: 400;\">Once you know what\u2019s required of you to solve the <\/span><span style=\"font-weight: 400;\">customer\u2019s needs<\/span><span style=\"font-weight: 400;\">, let them know when to expect their issue to be resolved. This lets the customer know you\u2019re working on their problem and gives them a realistic expectation of how long it\u2019ll take.\u00a0<\/span><\/b><\/li>\n<li><strong>Give clear instructions:<\/strong> <span style=\"font-weight: 400;\">Provide customers with clear and detailed instructions regarding any next steps they\u2019ll need to take. If they\u2019re struggling, you can stay on the line with them or walk them through specific processes to ensure they resolve the problem and don\u2019t have to <\/span><span style=\"font-weight: 400;\">call back<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/li>\n<li><strong>Stay positive<\/strong>: <span style=\"font-weight: 400;\">Sometimes dealing with dissatisfied customers can be disheartening for agents. It\u2019s important to remain calm and collected in the face of customer adversity. Try your best to solve the <\/span><span style=\"font-weight: 400;\">customer\u2019s issue<\/span><span style=\"font-weight: 400;\"> or provide them with the next steps to take if it\u2019s beyond your abilities.\u00a0<\/span><\/li>\n<\/ol>\n<h2><span style=\"font-weight: 400;\">Benefits of improved <\/span><span style=\"font-weight: 400;\">FCR<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Improving <\/span><span style=\"font-weight: 400;\">contact center first call resolution<\/span><span style=\"font-weight: 400;\"> leads to improved <\/span><span style=\"font-weight: 400;\">CSAT<\/span><span style=\"font-weight: 400;\"> and higher <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer retention rates<\/span><\/a><span style=\"font-weight: 400;\">. The fewer effort customers have to make to find solutions to their problems, the more likely they are to stay loyal to your business. What\u2019s more, the relationship between <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> and <\/span><span style=\"font-weight: 400;\">CSAT<\/span><span style=\"font-weight: 400;\"> is <\/span><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/first-call-resolution-reimagined\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">directly linked<\/span><\/a><span style=\"font-weight: 400;\">. Providing a great <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> leads to happy, loyal customers\u2014and who doesn\u2019t want that?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Improved <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> is also connected to improved agent performance. Empowering agents to solve support requests during the first contact results in increased efficiency and profitability, which means fewer costs for your business. It also means agents spend less time dealing with <\/span><span style=\"font-weight: 400;\">repeat calls<\/span><span style=\"font-weight: 400;\"> and spend more time handling more strategic sales activities and complex issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Taking a systematic approach to improving<\/span><span style=\"font-weight: 400;\"> first call resolution<\/span><span style=\"font-weight: 400;\"> involves a certain amount of effort on the part of your business and your agents. However, by committing time, resources, and energy to improve <\/span><span style=\"font-weight: 400;\">FCR<\/span><span style=\"font-weight: 400;\"> and <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\">, your business can enjoy long-lasting <\/span><span style=\"font-weight: 400;\">customer relationships<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>For most contact centers, their biggest goal is to provide exceptional customer service. How to do this? The first step is to improve first call resolution (FCR). Improving FCR can yield countless benefits for your business, including lower costs, improved employee productivity, and a better customer experience.\u00a0 In this article, we\u2019ll cover what FCR is, &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":49891,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[8000,17241,18002,18003,15460],"class_list":["post-41147","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-contact-center","tag-contact-center-metrics","tag-fcrs","tag-first-call-resolution-standard","tag-first-call-resolution"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>8 First Call Resolution Best Practices for Contact Centers<\/title>\n<meta name=\"description\" content=\"Boost first call resolution with RingCentral. Explore 8 best practices, key benefits, and common challenges to improve customer experience and efficiency.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/first-call-resolution-best-practices\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 first call resolution best practices: Benefits, challenges, and more\" \/>\n<meta property=\"og:description\" content=\"Boost first call resolution with RingCentral. 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