In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked what their organization´s First Contact Resolution (FCR) rate. On average, almost 14 percent of the respondents reported an FCR between 91 and 100 percent for emails and online forms.
Average customer service First Contact Resolution (FCR) rate in the United States 2021, by channel
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NTT. (September 22, 2021). Average customer service First Contact Resolution (FCR) rate in the United States 2021, by channel [Graph]. In Statista. Retrieved November 10, 2024, from https://www-statista-com.ezproxy.canberra.edu.au/statistics/1197046/customer-service-fcr-rate-in-the-us-by-channel/
NTT. "Average customer service First Contact Resolution (FCR) rate in the United States 2021, by channel." Chart. September 22, 2021. Statista. Accessed November 10, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1197046/customer-service-fcr-rate-in-the-us-by-channel/
NTT. (2021). Average customer service First Contact Resolution (FCR) rate in the United States 2021, by channel. Statista. Statista Inc.. Accessed: November 10, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1197046/customer-service-fcr-rate-in-the-us-by-channel/
NTT. "Average Customer Service First Contact Resolution (Fcr) Rate in The United States 2021, by Channel." Statista, Statista Inc., 22 Sep 2021, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1197046/customer-service-fcr-rate-in-the-us-by-channel/
NTT, Average customer service First Contact Resolution (FCR) rate in the United States 2021, by channel Statista, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1197046/customer-service-fcr-rate-in-the-us-by-channel/ (last visited November 10, 2024)
Average customer service First Contact Resolution (FCR) rate in the United States 2021, by channel [Graph], NTT, September 22, 2021. [Online]. Available: https://www-statista-com.ezproxy.canberra.edu.au/statistics/1197046/customer-service-fcr-rate-in-the-us-by-channel/
