Question

If a resolution is reached on the first point of contact with the client (including warm transfers to solution teams), this constitutes an FCR. True or False?

a. true
b. false

Answer 1

False. Resolving an issue on the first point of contact does not constitute an FCR. option b

Step-by-step explanation:

The answer to the question is False. If a resolution is reached on the first point of contact with the client, it does not necessarily guarantee a First Call Resolution (FCR). FCR refers to the ability of a customer service representative to resolve a customer's issue during the initial interaction, without needing any further transfer or follow-up.