FCR | Shreeja Chitty

Shreeja CS

Oct 8, 20223 min read

A Brief Overview of Average Handle Time (AHT)

The Average Handle Time for an agent to solve a customer issue is between 6.46 - 6.73 minutes, and it's different for different...

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Shreeja CS

Oct 8, 20222 min read

The Complete Guide for Average Resolution Time (ART)

The most important thing in communication is hearing what isn’t said. - Peter Drucker, Father of post-war management thinking What is ART...

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Shreeja CS

Jul 5, 20224 min read

What is First Call Resolution? And how do we improve the FCR rate?

For every 1% increase in the FCR rate, there is an equal 1% increase in the customer satisfaction (CSAT) rate of the service and the...

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