What is first call resolution in healthcare? First Call Resolution (FCR) in healthcare is the percentage of patient phone inquiries that are fully resolved on the first call, without a transfer, callback, or escalation. FCR is one of the most watched contact-center KPIs in healthcare because it correlates tightly with patient satisfaction, HCAHPS scores, cost […] The post First Call Resolution in Healthcare: AI Hits 85% FCR appeared first on Artera .
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