What is First Call Resolution Rate - Timeline in SAP SRD-CRM - CRM-Customer Relationship Management?

SAP Term: First Call Resolution Rate - Timeline

• Component: SRD-CRM

• Component Name: CRM-Customer Relationship Management

• Description: A report that shows the percentage of service orders completed at the first call for the most recent months of the current year, compared to the corresponding months of the previous year.

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• Key Concepts: 
  First Call Resolution Rate (FCRR) is a metric used to measure the effectiveness of customer service teams in resolving customer inquiries on the first call. It is calculated by dividing the number of customer inquiries resolved on the first call by the total number of customer inquiries received. The timeline component of FCRR refers to the amount of time it takes for customer service teams to resolve customer inquiries on the first call. 
  
  How to use it: 
  The FCRR timeline component can be used to measure how quickly customer service teams are able to resolve customer inquiries. This metric can be used to identify areas where customer service teams need improvement, such as reducing wait times or improving response times. Additionally, this metric can be used to compare different customer service teams and identify which team is performing better in terms of resolving customer inquiries on the first call. 
  
  Tips & Tricks: 
  To improve FCRR timeline performance, customer service teams should focus on reducing wait times and improving response times. Additionally, customer service teams should ensure that they are properly trained and equipped with the necessary resources to effectively resolve customer inquiries on the first call. 
  
  Related Information: 
  The FCRR timeline component is closely related to other metrics such as Average Handle Time (AHT) and Average Speed of Answer (ASA). AHT measures the average amount of time it takes for a customer service team to resolve a customer inquiry, while ASA measures the average amount of time it takes for a customer service team to answer an incoming call. Both metrics can be used in conjunction with FCRR timeline performance to gain a better understanding of how quickly customer service teams are able to resolve customer inquiries.