FCR Leakage

What do repeat contacts cost you, and what can you get back?

Every issue that comes back as a second or third contact costs you again. This shows what those repeats cost a year, how much of that is realistically within your control, and how much could turn into cash. It also tells you plainly when a project to raise FCR (first contact resolution) would not pay back.

Question 1 of 4 · Volume and cost

Monthly contacts

Current FCR

Marginal cost per contact

Loaded cost per contact

Question 2 of 4 · Your FCR definition

FCR has no industry standard, so say how yours is measured. Until you declare scope and method, the result stays Directional and cannot be compared across centers. Every formula, constant and a worked example are in the published method.

Resolution scope

Measurement method

Question 3 of 4 · Leakage model

Repeat-behavior model

Repeat complexity multiplier

Target FCR

Question 4 of 4 · Realization and investment

Sourcing model

Realization mechanism

One-time cost to achieve

Recurring annual cost

Cost basis

Three steps to a result

Your numbers and definition
Root-cause diagnostic, 0 of 6 areas answered
The economics

Once the diagnostic is complete you will see the burden, how much of it is controllable, how much converts to cash, and whether the project pays back.