What is First Call Resolution Rate (Service Requests) in SAP SRD-CRM - CRM-Customer Relationship Management?

SAP Term: First Call Resolution Rate (Service Requests)

• Component: SRD-CRM

• Component Name: CRM-Customer Relationship Management

• Description: A report that shows the percentage of service requests fixed at first contact 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 (FCR) is a metric used to measure the effectiveness of customer service. It is the percentage of customer service requests that are resolved on the first call. This metric is important for customer service teams as it helps them identify areas of improvement and ensure that customers are receiving the best possible service. 
  
  How to use it: 
  In SAP Service Requests, FCR is calculated by dividing the number of customer service requests that were resolved on the first call by the total number of customer service requests. This metric can be used to measure the performance of customer service teams and identify areas for improvement. 
  
  Tips & Tricks: 
  To improve FCR, customer service teams should focus on providing clear and concise answers to customer inquiries, as well as ensuring that customers are given all the necessary information to resolve their issue on the first call. Additionally, customer service teams should strive to provide a positive customer experience by being friendly and helpful. 
  
  Related Information: 
  FCR is closely related to other metrics such as Customer Satisfaction (CSAT) and Average Handle Time (AHT). CSAT measures how satisfied customers are with their experience, while AHT measures how long it takes for customer service teams to resolve an issue. Improving FCR can help improve both CSAT and AHT.