Benchmarking: First Call Resolution

First Call Resolution Benchmarking Association

Performance statistics help companies determine where they stand vs. similarly situated organizations. The FCRBA will gather data in the form of group studies on behalf of participants.

Process findings help companies determine leading edge practices in managing contact center performance.

First Call Resolution Benchmarking Association (FCRBA) is an association of contact center professionals that compare operating performance and identify best business practices.

Top 10 Avoidable
Benchmarking Mistakes

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Top 10 Benchmarking Mistakes White Paper