What is the First Contact Resolution (FCR) rate?
Why is FCR essential?
A strong FCR reflects both the performance of your customer service and the quality of the experience provided. According to the SQM Group, every 1% improvement in FCR results in an equivalent 1% increase in customer satisfaction.
Where to track this metric?
Best Practices to Improve FCR
Train your agents: Offer regular training sessions and role-playing exercises to develop their problem-solving skills.
Empower customers with self-service tools: Direct them to your help center, FAQs, or practical guides.
Centralize customer information: Use a robust CRM to give agents all the necessary data from the first contact.
Implement intelligent ticket routing: Automatically assign tickets to the most qualified agent or team.
Customer expectations vary depending on the channel used (email, chat, phone, etc.).
Why it matters:
Comparing performance by channel allows you to intelligently reallocate resources and prioritize the most critical channels.
✅ Best practice for tracking average resolution time: Analyse provides a ready-to-use dashboard to help you monitor agent performance and customer satisfaction across all channels, including web, mobile, and social messaging.
CSAT is a cornerstone of service quality. When combined with individual agent performance, it provides a clear view of what’s working… and what isn’t.
Metrics to monitor:
Average CSAT score
Survey response rate
Trends by agent/team
✅ Best practices: Zendesk provides preconfigured dashboards in Analyse that are easily customizable.
Send CSAT surveys after a ticket is resolved. Once customers respond, you can see which interactions were successful and review tickets where the customer was not satisfied. There is also the Net Promoter Score (NPS), which asks customers to rate you on a scale of 1 to 10 based on how likely they are to recommend your company to others.
✅ Best practices for managing ticket volume: Offer a knowledge base or a self-service portal. A help desk software should always be accompanied by a knowledge base option.
Often, users are just looking for a quick solution to a simple problem. Rather than submitting a new ticket, customers and employees can search for and resolve their issue independently using a knowledge base. This reduces pressure on the support team, allowing them to focus on more complex issues that require personal attention.
Why track it?
It’s an indirect measure of service quality and also an excellent lever to improve your support processes.
Zendesk Analyse (formerly Explore) gives you the tools to manage your support intelligently and precisely. By focusing on these 5 KPIs, you move from passive reporting to a continuous improvement mindset, centered on the customer experience.
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Sources :
https://www.zendesk.fr/blog/top-10-help-desk-metrics/
https://www.zendesk.fr/blog/first-contact-resolution-friend-foe-frenemy/