This is Why Your High FCR Still Isn't Boosting CLV You've done everything right. Your First Contact Resolution (FCR) rates are hitting industry benchmarks—perhaps even exceeding them. Your BPO company has invested in training, technology, and talent. Yet, when you examine your Customer Lifetime Value (CLV), the needle barely moves. What's going wrong? The uncomfortable truth is that FCR, whilst valuable, tells only half the story. The missing piece? Customer Effort Score (CES
