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First Contact Resolution Effectiveness

Ready to talk specifics? Contact us now to set up your First Call Resolution Solution!

Achieve higher efficiency in your contact center.



  • Measure FCR correctly for your unique environment.
  • Minimize touch points and reduce contact center expenditures.
  • Establish a base level for improvement.
  • Align quality assurance monitoring processes with FCR objectives.
  • Collaborate with stakeholders
  • Gain a better understanding of customer satisfaction.
  • Integrate FCR with workforce management.
First contact resolution rate is a great and well-known indicator of a contact center's efficiency.

As such, this measure tops most contact center leaders' list of priorities, and therefore needs to be extremely accurate. This ICMI Consulting solution aims to:

ICMI Consulting can help you apply measures and processes to increase FCR rates, and gain bottom-line advantages for your contact center.


Learn how - download the brochure!