Contact Center Performance

How to Fix Your First Call Resolution (FCR) with GigCX

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TL;DR

  •  According to Salesforce, "First Call Resolution or FCR is a metric for customer service that identifies the percentage of customer issues resolved in a single interaction with a representative."

  • Call centers measure the FCR rates of customer calls to maintain a high level of service and improve customer experience

  • GigCX can fix FCR rates by staffing agents to adequately address customer demand and enables companies to  hire qualified experts available around the clock to manage complex customer issues

What is First Call Resolution?


When it comes to customer service, businesses know that speed and efficiency are critical factors in maintaining customer satisfaction. That is where First Call Resolution (FCR) comes in. According to Salesforce, "First Call Resolution or FCR is a metric for customer service that identifies the percentage of customer issues resolved in a single interaction with a representative." 

In today's fast-paced world, customers expect their issues to be resolved quickly and effectively, making FCR an essential metric for any business looking to keep its customers happy. 

Why is FCR important? 

One common misconception about FCR is that it's a simple metric to measure and improve. However, in reality, achieving a high FCR rate can be challenging due to a variety of factors. 

For example, some customer issues may require more time and resources, making resolving the case on the first call challenging. Additionally, customer service agents may only sometimes have the necessary knowledge or training to handle every type of customer issue, which can lead to lower FCR rates. 

These challenges can result in frustrated customers and lower customer satisfaction rates. Despite these challenges, there are several successful strategies that businesses that tapped into Gig CX have employed to improve their FCR rates. 

How to Improve First Call Resolution (FCR) with GigCX

A high FCR rate is crucial for customer satisfaction, so let’s discuss a quick strategy to help you increase FCR in your contact center using GigCX.

Identify the Root Cause of the Problem

First Call Resolution (FCR) is a critical factor in customer satisfaction. To increase your contact center's FCR rate, you need to identify the root cause of the problem. Analyzing call data and customer feedback can help you determine the most common issues that customers are calling about. 

Once you've identified the root cause, you can now arm your GigCX team to help solve customer issues quickly. GigCX agents are experienced professionals who can help customers work through complex issues. 

Optimize Your Contact Center Staffing with a GigCx Partner

Are you staffed properly to handle your customer demand? That’s where GigCX comes in. This flexible model allows you to staff your contact center perfectly. That means no overstaffing or understaffing. GigCX is designed to support existing in-house teams to ensure top-notch customer experience. You can leverage a GigCX partner to staff your contact center to make a customer’s wait time virtually zero. Happier customers, or more promptly served customers, can help improve the resolution experience for both agents and customers. 

How GigCX Fixed FCR Rates for These Companies

GigCX has been a game-changer for many businesses struggling with low FCR rates. 

  • HotelTonight, a last-minute hotel booking app, turned to GigCX to improve their FCR rates. By partnering with a GigCX provider, they could scale their customer support team during peak periods quickly and provide 24/7 support to their customers; This resulted in a 15% increase in FCR rates and a 20% decrease in average handle time.
  • TELUS, a Canadian telecommunications company, used GigCX to reduce wait times and improve their FCR rates. By tapping into a pool of skilled GigCX agents, they were able to provide faster and more personalized support to their customers; This resulted in a 17% increase in FCR rates and a 7% decrease in customer effort scores.
  • The American Red Cross turned to GigCX to help them quickly scale their customer support team during natural disasters and other emergencies. By partnering with a GigCX provider, they were able to provide timely and efficient support to those in need; This resulted in a 30% increase in FCR rates and a 50% decrease in average handle time.

In each case, GigCX allowed these companies to quickly scale their customer support teams and provide faster, more efficient customer support, resulting in improved FCR rates and higher customer satisfaction.

3 Steps to Help Improve Your FCR with GigCX

Boosting FCR rates is a multi-pronged process that demands training, process enhancements, and technology. With the emergence of GigCX, improving FCR rates is now more attainable than ever. 

Here are three steps to help you take advantage of GigCX and increase your FCR rates:

Step 1: Invest in Agent Training and Support

Training your gig-based agents with comprehensive programs that build customer rapport and develop problem-solving skills is crucial. Coaching and feedback from managers can help agents continuously improve their performance and enhance their ability to resolve issues in a single interaction.

Step 2: Streamline Processes

Analyze call data to identify areas that require improvements and eliminate redundant steps that may cause delays in resolving customer issues. Streamlining processes ensures your agents can access the tools and resources to tackle problems quickly and efficiently.

Step 3: Leverage Rockstar GigCX Partne…Like ShyftOff 

Partnering with a GigCX provider that can provide a flexible and on-demand contact center staffing solution will help augment your existing team with skilled, on-demand agents. GigCX agents can assist in high-volume periods, after-hours coverage, and emergencies, ensuring that your customers receive top-notch service whenever needed.

If you’d like to explore a GigCX model for your contact center, chat with our team today. 

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