Question 1 of 30
A customer service department is analyzing its performance metrics over the last quarter. They recorded a total of 1,200 service requests, out of which 960 were resolved on the first contact. The department aims to improve its First Contact Resolution (FCR) rate, which is a key performance indicator (KPI) for service efficiency. What is the FCR rate for the department, and how does it compare to the industry standard of 80%?
0.8
0.75
0.85
0.9

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