{"id":2448,"date":"2022-03-29T11:32:29","date_gmt":"2022-03-29T09:32:29","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=2448"},"modified":"2023-06-06T16:54:44","modified_gmt":"2023-06-06T14:54:44","slug":"como-calcular-la-first-contact-resolution-fcr","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/como-calcular-la-first-contact-resolution-fcr\/","title":{"rendered":"\u00bfC\u00f3mo calcular la First Contact Resolution (FCR)?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>First Contact Resolution (FCR)<\/strong>&nbsp;es una medida porcentual de la tasa de \u00e9xito de un contact center al responder las consultas de los clientes la primera vez que se realizan. Es una m\u00e9trica que a menudo se confunde con la resoluci\u00f3n de la primera llamada, que sigue el mismo acr\u00f3nimo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si bien ambos miden lo mismo,&nbsp;<strong>First Contact Resolution<\/strong>&nbsp;lo hace en todos los canales del contact center, mientras que First Call Resolution es solo para el canal de voz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u00bfPor qu\u00e9 es importante la resoluci\u00f3n en el primer contacto?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La primera resoluci\u00f3n de contacto ahora es vista por muchos como&nbsp;<strong>la mejor medida de la eficiencia del contact center<\/strong>, ya que pocas organizaciones usan el tiempo de conversaci\u00f3n como una medida para orientar a los asesores.&nbsp;Esto se debe a que puede fomentar comportamientos negativos, ya que los asesores pueden comenzar a apresurarse por tel\u00e9fono.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Por lo tanto, las organizaciones est\u00e1n recurriendo a&nbsp;<strong>FCR<\/strong>&nbsp;para evaluar no solo la eficiencia de los asesores, sino tambi\u00e9n los procesos y la tecnolog\u00eda detr\u00e1s de ellos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">De hecho, si usa&nbsp;<strong>FCR<\/strong>&nbsp;en combinaci\u00f3n con el&nbsp;<strong>Average Handling Time (AHT)<\/strong>&nbsp;y divide las m\u00e9tricas entre sus razones de contacto m\u00e1s comunes, puede resaltar sus customer journey m\u00e1s ineficientes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>La primera f\u00f3rmula de resoluci\u00f3n de contacto<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>La f\u00f3rmula tradicional para FCR es: Consultas resueltas en el primer contacto \/ el n\u00famero total de contactos x 100<\/strong>. El problema viene con c\u00f3mo obtiene los datos para ingresar en este c\u00e1lculo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si bien el c\u00e1lculo es sencillo, \u00bfc\u00f3mo sabemos que un contacto realmente se ha resuelto?&nbsp;\u00bfC\u00f3mo podemos rastrear eso?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Podr\u00edamos pedirle a los asesores que confirmen con el contacto si se ha resuelto o no.&nbsp;Pero eso podr\u00eda alentar comportamientos negativos o los clientes podr\u00edan darse cuenta en alg\u00fan momento despu\u00e9s de que algo no est\u00e1 del todo bien con la resoluci\u00f3n, a pesar de decir previamente que estaban contentos con eso.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Entonces, tal vez podamos rastrear llamadas repetidas durante un cierto per\u00edodo de tiempo.&nbsp;\u00bfPero ser\u00e1 la interacci\u00f3n lo suficientemente larga?&nbsp;\u00bfY quiz\u00e1s el cliente llamar\u00e1 por una raz\u00f3n diferente?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Por lo tanto, estos dos m\u00e9todos no son verdaderos m\u00e9todos de c\u00e1lculo de FCR.&nbsp;<strong>Un mejor m\u00e9todo para calcular el FCR es enviar al cliente un resumen de la interacci\u00f3n unos d\u00edas despu\u00e9s del contacto inicial<\/strong>.&nbsp;Si el cliente no est\u00e1 satisfecho y el caso no est\u00e1 \u00abverdaderamente resuelto\u00bb, puede volver a abrir el caso y se puede rastrear el FCR de esa manera.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si bien la resoluci\u00f3n de primer contacto&nbsp;<strong>es cada vez m\u00e1s frecuente en la \u00abcombinaci\u00f3n m\u00e9trica\u00bb \u200b\u200bdel contact center<\/strong>, no ser\u00e1 su \u00fanica medida y se ajustar\u00e1 a todos sus otros requisitos para brindar un buen servicio al cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>First Contact Resolution (FCR)&nbsp;es una medida porcentual de la tasa de \u00e9xito de un contact center al responder las consultas de los clientes la primera vez que se realizan. Es una m\u00e9trica que a menudo se confunde con la resoluci\u00f3n de la primera llamada, que sigue el mismo acr\u00f3nimo. Si bien ambos miden lo mismo,&nbsp;First [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":3030,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-2448","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>\u00bfC\u00f3mo calcular la First Contact Resolution (FCR)? - MST Holding Blog<\/title>\r\n<meta name=\"description\" content=\"First Contact Resolution (FCR)\u00a0es una medida porcentual de la tasa de \u00e9xito de un contact center al responder las consultas de los clientes la primera vez que se realizan.\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.mstholding.com\/blog\/como-calcular-la-first-contact-resolution-fcr\/\" \/>\r\n<meta property=\"og:locale\" content=\"es_ES\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"\u00bfC\u00f3mo calcular la First Contact Resolution (FCR)? 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