If you were to call your health insurance company about a medical procedure you needed, and your questions were answered immediately, what metric would your call apply to?
A) First call resolution (FCR)
B) Success to failure ration (SFR)
C) Average speed to answer (ASA)
D) Bottom-line rate

Question

Quizplus · Accepted Answer

First call resolution measures whether or not the customer's issue or question was resolved on their first call. In this scenario, if the customer's questions were answered immediately on their first call, it would indicate a high FCR rate.

If You Were to Call Your Health Insurance Company About