What metric is commonly used to measure support center performance?

First Call Resolution (FCR) rate is a vital metric in measuring support center performance because it directly reflects the effectiveness of the support provided to customers. FCR indicates the percentage of customer inquiries resolved on the first interaction without the need for follow-up. A high FCR rate is associated with improved customer satisfaction and operational efficiency, as it shows that agents are skilled and capable of addressing customer issues promptly and thoroughly.

When customers receive a resolution during their initial contact, they are more likely to feel satisfied with the service and less likely to require additional support, which can save time and resources for the support center. Organizations strive to achieve a high FCR as it not only enhances customer loyalty but also contributes to cost savings by reducing the volume of repeat calls.

In contrast, while metrics like total number of calls received and average response time provide insight into the volume and speed of service, they do not necessarily reflect the quality of support being provided. The number of technicians available is more about resource allocation than the actual performance of the support center. Hence, FCR stands out as a more comprehensive indicator of how well a support center meets customer needs.