FCR

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Across
  1. 4. the benefit information given to the member
  2. 5. additional information provided to the member such as self service options
  3. 6. action taken when a member calls multiple times for the same issue
  4. 7. made after a customer contact and is used to measure FCR performance
  5. 8. it is measured based on the member's perception
  6. 10. members call back when this type of information is given
  7. 11. your responsibility to resolve the member's issue on the first call
Down
  1. 1. a metric used in the Annual Performance Bonus Program
  2. 2. a clear and concise recording of the member's concerns
  3. 3. FCR goal
  4. 9. review of the information discussed during the call