Course

Improving Your First Call Resolution (FCR)

by SafetyCulture

3 Lessons

1,895

Get this course

With SafetyCulture you can

Create training in minutes, not months

Share courses in one click

Manage completion and track performance

Increase participation and retention

Click below to load the preview and explore the details.

Description

One of the most critical metrics in the call center industry is the first call resolution (FCR). It is an important metric to measure your overall customer satisfaction level. Take this course to learn what you need to know to improve your FCR score!

The full course includes

What is First Call Resolution (FCR)?
How to Calculate the FCR?
How to Improve FCR?

About author

SafetyCulture

Free 1,000+ Workplace Checklists & Templates created by the SafetyCulture team.

Course
Call Center Customer Service
This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!
by SafetyCulture
Downloads: 5,705
Get
Course
FIRST STEPS IN CALL
Embark on your journey to effective call handling with the First Steps in Call course. This microlearning module introduces foundational skills for engaging with customers over the phone. Through interactive lessons, you'll learn essential techniques for initiating calls, maintaining professionalism, and ensuring clear communication. Designed for beginners, the course offers a mobile-first, gamified learning experience, making it accessible and engaging. Ideal for new call center agents or anyone looking to enhance their telephonic communication skills.
by SafetyCulture
Downloads: 4
Get
Template
General Call Center Quality Assurance Form
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.
by SafetyCulture
Downloads: 4,213
Get
Template
Comprehensive Sample Call Center Quality Monitoring Form
This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative's problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. SafetyCulture templates are fully customizable to suit your QA needs. Secure collected data via SafetyCulture's cloud-based storage.
by SafetyCulture
Downloads: 1,285
Get

Call Center Customer Service

This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!

by SafetyCulture

5,705

Get

Course

FIRST STEPS IN CALL

Embark on your journey to effective call handling with the First Steps in Call course. This microlearning module introduces foundational skills for engaging with customers over the phone. Through interactive lessons, you'll learn essential techniques for initiating calls, maintaining professionalism, and ensuring clear communication. Designed for beginners, the course offers a mobile-first, gamified learning experience, making it accessible and engaging. Ideal for new call center agents or anyone looking to enhance their telephonic communication skills.

by SafetyCulture

Get

General Call Center Quality Assurance Form

Template

General Call Center Quality Assurance Form

Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.

by SafetyCulture

4,213

Get

Comprehensive Sample Call Center Quality Monitoring Form

Template

Comprehensive Sample Call Center Quality Monitoring Form

This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative's problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. SafetyCulture templates are fully customizable to suit your QA needs. Secure collected data via SafetyCulture's cloud-based storage.

by SafetyCulture

1,285

Get

Improving Your First Call Resolution (FCR)

Description

The full course includes

About author

You might also like

Call Center Customer Service

FIRST STEPS IN CALL

General Call Center Quality Assurance Form

Comprehensive Sample Call Center Quality Monitoring Form

You might also like

Call Center Customer Service

FIRST STEPS IN CALL

General Call Center Quality Assurance Form

Comprehensive Sample Call Center Quality Monitoring Form