Posts Tagged ‘Call’

First Call Resolutions, or FCR, is the backbone of proper and professional customer service. Agents and employees working at the inbound call center desk have to be careful about the issues that they are handling. The drive should be to solve the problems that crop up. And the call center agent must not stop at that. The agent has to probe deeper into the problem and check if the related issues are working well. BPO companies providing troubleshooting services are striving hard to meet this standard when they can clear out associated issues as well. That way, the distressed caller will not contact you again in the next 48 hours. When a call doesn’t come from the concerned caller with a related issue, the call is marked as FCR. The higher the FCR percentage, the better your call center services are working.


Let me demonstrate the above point with an example. It may be that you are facing some problems with your mobile phone. You call up the customer service number. At the end of the call center, that starts off the cycle. If you have made a call in the previous 48 hours or follow up with a call in the next 48 hours, the BPO company checks up the reason. If the reason is a related issue, it means that your call is not applicable as FCR. You may have called for a volume-related problem. The call center Answering Service agent answer your call asks you to check up your settings. You check if things are okay and hang up. However, it is the work of the call center agent to check for other issues that may have caused the volume problem. There are high chances that you may call up again complaining that your issue was not resolved. That is what call centers are trying to avoid.


First Call Resolutions are a benchmark for call centers. When you have a higher FCR, it means that you have trained your BPO agents well. It means they have access to knowledge banks that allow for accurate information dissemination. When you are not going for a high FCR, you have issues to take care of. It may be that you have not equipped your inbound call center agents with enough authority to resolve issues. Sometimes the micromanagement of the managers and team leaders lead to the agents being crippled in decision-making. When providing call center services on the trot, you cannot wait for someone higher up to tell you what to do. That is one area that call center units need to work on.


FCR ratios are a favorite with clients. Call center units achieving a high FCR would mean greater faith from the clients. You can bag better telemarketing projects when you have a high FCR. FCR is also important to maintain healthy relationships with your customers. Customers will bend towards brand loyalty and stick to your company when you resolve their issues on the very first instance. FCR builds up brand reputation and that is something that all modern business firms need.

We have a high FCR count in our customer service department. Because we deal with a global clientele and a high call volume, our inbound call center desk is particular about FCR.

Jeff Foster talks about seeing depression from an ‘awakened’ perspective. His popular article on depressive breakdown, suicide and spiritual awakening can be found here:

“We can view depression not as a mental illness, but on a deeper level, as a profound, and very misunderstood, state of deep rest, entered into when we are completely exhausted by the weight of our own false story of ourselves. It is an unconscious loss of interest in the second-hand — a longing to ‘die’ to the false…” – Jeff Foster

Jeff’s website is

Dr. Blaylock talks with Gary Null about Vaccinations and inflammation and Dr. Blaylock’s article titled: Vaccines, Depression and Neurodegeneration After Age 50.

Dr. Blaylock’s article can be read here:-
Vaccines, Depression and Neurodegeneration After Age 50
By Russell L. Blaylock, M.D., CCN

There is a compelling amount of scientific research showing that over-vaccinating especially the elderly and infants is destructive to the brain due to overstimulating the immune system and also due to vaccine ingredients which aggravate the immune system.

It is known that as we get older the immune system begins to overactivate. Pro inflammatory cytokines which cause brain destruction begin to rise over the age of 50. Ages 75-80 they really peak at even higher levels. This is the reason why there are much more cases of diseases among the elderly such as cancer, type 2 diabetes, joint problems, allergic reactions, auto-immune disorders as well as neurodegenerative diseases such as alzheimers and parkinson’s disease.

Chronic inflammation causes an activation of the brain’s special immune system which communicates with the body’s immune system. The brain’s immune system is regulated by microglia cells. These cells are normally in a resting state, but once they become activated they become destructive and secrete inflammatory cytokines and excitotoxins such as glutamate and quinolinic acid. Vaccinations can cause this process to happen, especially among the elderly and young children whose immune system’s are very delicate.

This same process can cause depression. There is a very strong scientific explanation as to why overstimulating the immune system can cause depression. When the microglia is activated, it triggers the secretion of glutamate. Research has shown that major depression is strongly correlated to glutamate levels in the brain. The higher the glutamate the worse the depression.
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