n Management Dynamics : Journal of the Southern African Institute for Management Scientists - Contact centre performance : in pursuit of First Call Resolution

Volume 15, Issue 4
  • ISSN : 1019-567X



Call centres have progressed to being contact centres by integrating multiple communication channels, and providing a service centre for customers and other organisational stakeholders. Contact centres are a major new source of employment, through "offshoring" from developed countries and through government encouragement. A key performance indicator (KPI) of the contact centre industry is First Call Resolution (FCR). Resolving customer queries the first time around is a commonly shared goal, but is defined and valued differently among practitioners. A company's business context, human resources strategy, supporting technology and budget constraints influence this KPI in many ways, and make First Call Resolution a difficult measure to benchmark. This qualitative study explores the concept of First Call Resolution, its pursuit among South African contact centres, and the interactions among factors that affect it. It shows First Call Resolution to be a valuable contact centre management objective, especially if combined with other efficiency metrics, quality evaluations and customer satisfaction surveys.

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