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mistakes-hurt-your-first-call-resolution
Dóra Rapcsák
Dóra Rapcsák
in Business
3 min read

One of the most important metrics a call center can measure is its first call resolution rate, which shows whether or not a customer’s need is properly addressed for the first time by the customer service team. First call resolution (FCR) is the main indicator of customer satisfaction, which as we all know, is the backbone of any successful call center.

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