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Frameworx Metric: First Call Resolution (FCR)

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver: increase productivity -> increase customer satisfaction; increase productivity -> decrease operating cost

Capability: CRM

Last Used:

Long FxMetric ID: CM-CE-2c

Reporting Detail:

Accuracy: 2

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: % First Call Resolution

Metric Special Name:

Metric Value Type:

Preferred: High

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Percent

customer experience of effectiveness in first call resolution by assessing the percentage of customer problems that are resolved on the first call relative to the total number of customer contacts

Alt-Cat1: Customer Experience

Alt-Cat2: Customer Management

Alt-Cat3: Time

Category: Business Metric

Measurand: occurrence.customer_call

Metric Level:

Metric State: Active

Metric Topic:

Legacy Denominator FxMetric ID: 147

Legacy Denominator Name: All customer contacts or requests during period

Legacy Factor:

Legacy FxMetric ID: 30

Legacy Numerator FxMetric ID: 198

Legacy Numerator Name: The number of first calls that were handled to completion (as logged by the CSRs).

Legacy Prose Ratio: 198: The number of first calls that were handled to completion (as logged by the CSRs). / 147: All customer contacts or requests during period

Number of contacts that are closed on first contact / Total number of contacts (Customer calls to Call Center)

Business Metric First Call Resolution (FCR)

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Metrics (numerator)

Frameworx Metrics (denominator)

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This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:56