{"id":8060,"date":"2023-07-04T08:49:09","date_gmt":"2023-07-04T06:49:09","guid":{"rendered":"https:\/\/www.kahunacrm.com\/?p=8060"},"modified":"2025-02-12T12:15:34","modified_gmt":"2025-02-12T10:15:34","slug":"fcr-first-call-resolution-la-primera-llamada-en-atencion-a-cliente","status":"publish","type":"post","link":"https:\/\/www.kahunacrm.com\/es\/magazine\/help-desk-2\/fcr-first-call-resolution-la-primera-llamada-en-atencion-a-cliente\/","title":{"rendered":"FCR First Call Resolution: La primera llamada en atenci\u00f3n a cliente"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":10,"featured_media":5517,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[208,207],"tags":[254],"class_list":["post-8060","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-freshdesk-2","category-help-desk-2","tag-atencion-al-cliente"],"acf":{"layout":[{"acf_fc_layout":"immagine_full_width_lay","titolo_opz":"<h1>FCR First Call Resolution: La primera llamada en atenci\u00f3n a cliente<\/h1>","immaginefull_lay":5517,"link_video":""},{"acf_fc_layout":"solo_testo_lay","testo_lay":"<span style=\"font-weight: 400;\">El <strong>objetivo principal<\/strong> de un centro de contacto es <strong>brindar la mejor asistencia posible<\/strong> a los clientes <strong>en el menor tiempo posible.<\/strong> Por esta raz\u00f3n, la <strong>Primera Resoluci\u00f3n de Llamadas (FCR, por sus siglas en ingl\u00e9s)<\/strong> juega un <strong>papel de vital importancia<\/strong> en los equipos de <strong>servicio al cliente.<\/strong><\/span>\r\n\r\n<span style=\"font-weight: 400;\">El <strong>FCR<\/strong> es una <strong>m\u00e9trica que considera el desempe\u00f1o de un centro de llamadas<\/strong> en la resoluci\u00f3n de problemas de los clientes <strong>durante la primera llamada <\/strong>(o primer contacto), sin recurrir a seguimientos posteriores.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">A partir de estas premisas, es f\u00e1cil entender cu\u00e1n esencial es la <a href=\"https:\/\/www.freshworks.com\/freshdesk\/customer-support\/first-call-resolution-best-practices-blog\/\" target=\"_blank\" rel=\"noopener\"><strong>medici\u00f3n de las m\u00e9tricas de FCR<\/strong><\/a> para <strong>comprender la eficiencia<\/strong> de los costos operativos <strong>y la efectividad de un servicio de atenci\u00f3n al cliente.<\/strong><\/span>\r\n\r\n<span style=\"font-weight: 400;\">Es por eso que es importante <strong>implementar un sistema que permita a su servicio de atenci\u00f3n al cliente resolver las solicitudes de los usuarios desde el primer contacto.<\/strong> Veamos juntos c\u00f3mo lograr todo esto.<\/span>","bottoni":null},{"acf_fc_layout":"solo_testo_lay","testo_lay":"<h2><strong>\u00bfQu\u00e9 es el FCR de los centros de llamadas y por qu\u00e9 es importante?<\/strong><\/h2>\r\n<span style=\"font-weight: 400;\">Como dijimos, la tasa de <\/span><b>FCR mide el porcentaje de clientes <\/b><span style=\"font-weight: 400;\">que <\/span><b>resolvieron sus dudas <\/b><span style=\"font-weight: 400;\">con la empresa <\/span><b>durante el primer contacto o llamada.<\/b>\r\n\r\n<span style=\"font-weight: 400;\">Esto significa que las empresas que tienen <\/span><b>una buena tasa de FCR son aquellas que logran brindar una mejor asistencia a los clientes sin recurrir a seguimientos <\/b><span style=\"font-weight: 400;\">o citas posteriores.<\/span>\r\n\r\n<b>Tener una buena tasa de FCR es importante porque:<\/b>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Mejora la <\/span><b>eficiencia del servicio al cliente<\/b><span style=\"font-weight: 400;\">, ya que los operadores estar\u00e1n menos frustrados y presionados para tratar de resolver los problemas en varios pasos.<\/span><\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Mejora la <\/span><b>satisfacci\u00f3n de los clientes<\/b><span style=\"font-weight: 400;\">, ya que podr\u00e1n <\/span><b>resolver los problemas r\u00e1pidamente y sin interacciones continuas<\/b><span style=\"font-weight: 400;\"> con el servicio de atenci\u00f3n.<\/span><\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Optimiza las actividades del equipo,<\/b><span style=\"font-weight: 400;\"> sin retrasos ni p\u00e9rdida de tiempo.<\/span><\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ahorra dinero<\/b><span style=\"font-weight: 400;\">, ya que la <\/span><b>resoluci\u00f3n inmediata de una controversia evita el uso innecesario de recursos empresariales<\/b><span style=\"font-weight: 400;\">. Seg\u00fan las estimaciones, responder a la primera interacci\u00f3n, es decir, establecer un sistema capaz de recopilar la informaci\u00f3n necesaria para que el operador resuelva el problema de inmediato, ahorrar\u00eda $276,000.<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">Seg\u00fan una <strong>estad\u00edstica de <\/strong><\/span><strong><i>Bluewolf<\/i><\/strong><span style=\"font-weight: 400;\">, en promedio, <\/span><b>mejorar en un 1%<\/b><strong> la Primera Resoluci\u00f3n de Llamadas r<\/strong><b>educe la posibilidad de abandono del carrito de compras <\/b><span style=\"font-weight: 400;\">por parte del cliente en 5 o 6 veces.<\/span>","bottoni":null},{"acf_fc_layout":"immagine_full_width_lay","titolo_opz":"","immaginefull_lay":5518,"link_video":""},{"acf_fc_layout":"solo_testo_lay","testo_lay":"<h2><strong>\u00bfC\u00f3mo se mide la tasa de FCR?<\/strong><\/h2>\r\n<span style=\"font-weight: 400;\">Para <\/span><b>medir la tasa de FCR<\/b><span style=\"font-weight: 400;\">, basta con aplicar esta f\u00f3rmula:<\/span>\r\n<p style=\"text-align: center;\"><i>Tasa de resoluci\u00f3n del primer contacto = N\u00famero de tickets resueltos despu\u00e9s del primer contacto del cliente \/ N\u00famero total de tickets resueltos en el mismo per\u00edodo de tiempo.<\/i><\/p>\r\n<span style=\"font-weight: 400;\">Seg\u00fan los est\u00e1ndares, <\/span><b>una buena tasa de FCR est\u00e1 entre el 70% y el 79%. <\/b><span style=\"font-weight: 400;\">Por lo tanto, los <\/span><b>sistemas de asistencia<\/b><span style=\"font-weight: 400;\"> con una tasa de <strong>FCR<\/strong> <\/span><b>inferior al 70% necesitan mejorar a\u00fan m\u00e1s<\/b><span style=\"font-weight: 400;\">.<\/span>","bottoni":null},{"acf_fc_layout":"solo_testo_lay","testo_lay":"<h2><strong>Mejora el FCR con Helpdesk Freshdesk<\/strong><\/h2>\r\n<span style=\"font-weight: 400;\">Si desea mejorar su tasa de Primera Resoluci\u00f3n de Llamadas, puede optar por un <strong>software como Freshdesk<\/strong>. <\/span>\r\n\r\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.kahunacrm.com\/es\/soluciones-en-la-nube\/freshdesk-helpdesk-de-atencion-al-cliente-para-empresas\/\"><strong>Freshdesk<\/strong> <\/a>es la <strong>plataforma que mejora su servicio al cliente<\/strong>, <strong>construyendo interacciones valiosas<\/strong> con los usuarios y <strong>optimizando el rendimiento.<\/strong><\/span>\r\n\r\n<span style=\"font-weight: 400;\">En particular, <strong>con Helpdesk Freshdesk<\/strong>, puede contar con:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Un sistema que <strong>mide autom\u00e1ticamente la tasa de FCR<\/strong>, lo que le permite controlar este indicador <strong>dentro de su panel de control.<\/strong><\/span><\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Un <strong>s\u00f3lido conocimiento de los datos<\/strong> para mejorar la calidad de sus decisiones empresariales y emprender acciones espec\u00edficas.<\/span><\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Aumento de la velocidad del servicio mediante la <strong>automatizaci\u00f3n de actividades repetitivas y la resoluci\u00f3n de problemas de los clientes<\/strong> sin obst\u00e1culos excesivos.<\/span><\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Soporte omnicanal<\/strong> \u00fatil para <strong>interactuar con los usuarios en cualquier canal<\/strong> en el que se encuentren y <strong>completar la interacci\u00f3n directamente en ese canal, sin pasos adicionales.<\/strong><\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">Si desea <strong>digitalizar su servicio de atenci\u00f3n al cliente<\/strong> y hacerlo m\u00e1s eficiente, <strong>elija Freshdesk para su empresa<\/strong>. Para obtener m\u00e1s informaci\u00f3n, comience con una <strong>consulta gratuita con nuestros expertos.<\/strong><\/span>","bottoni":[{"cta":{"text":"Solicita tu consulta gratuita","link":"https:\/\/calendar.google.com\/calendar\/u\/0\/appointments\/schedules\/AcZssZ1Ep3Gh1rrjVJmy03t0onM73qy5xeqgXrU8i9kEy4f3qhCi4v77sCDVOJng54N2SudEwX4x055W","layout":"outline","target_blank":true}}]}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FCR First Call Resolution: La primera llamada en atenci\u00f3n a cliente<\/title>\n<meta name=\"description\" content=\"\u00bfConoces la importancia de la FCR First Call Resolution? 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