--- title: 5 Ways ScreenSteps Improves First Call Resolution For Call Centers description: How does ScreenSteps help your call center agents improve first call resolution? In this 3-minute video, I share five ways ScreenSteps gets the right information to your agents so that your reps can resolve more calls on their first try. This saves agents time and your company money. image: https://blog.screensteps.com/hubfs/First%20Call%20Resolution-ScreenSteps.jpg --- - Categories ** - Follow Us ** - [**](https://www.facebook.com/ScreenSteps/) - [**](https://twitter.com/screensteps?lang=en) - [**](https://www.linkedin.com/company/screensteps) [«  View All Posts](https://www.screensteps.com/learning-center) ![5 Ways ScreenSteps Improves First Call Resolution For Call Centers](https://blog.screensteps.com/hubfs/First%20Call%20Resolution-ScreenSteps.jpg) ![Blog Feature](https://cdn2.hubspot.net/hubfs/298890/blog-files/blog--cards-feature.png) ![Jonathan DeVore](https://blog.screensteps.com/hubfs/2025/Employee%20Headshots/Jonathan-DeVore%20(3).png "Jonathan DeVore") By: [Jonathan DeVore](https://blog.screensteps.com/author/jonathan-devore) on January 18th, 2022 ** Print/Save as PDF # 5 Ways ScreenSteps Improves First Call Resolution For Call Centers - Share: - [**](https://www.facebook.com/sharer/sharer.php?u=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution) - [**](https://twitter.com/intent/tweet?text=5+Ways+ScreenSteps+Improves+First+Call+Resolution+For+Call+Centers&url=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution&via=) - [**](https://www.linkedin.com/shareArticle?url=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution&title=5+Ways+ScreenSteps+Improves+First+Call+Resolution+For+Call+Centers&summary=How+does+ScreenSteps+help+your+call+center+agents+improve+first+call+resolution%3F+In+this+3-minute+video%2C+I+share+five+ways+ScreenSteps+gets+the+right+information+to+your+agents+so+that+your+reps+can%C2%A0resolve+more+calls+on+their+first+try.+This+saves+agents+time+and+your+company+money.) - [**](mailto:?body=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution) First call resolution is an important [metric to track in your call center](https://blog.screensteps.com/metrics-measure-call-center-agent-performance). Call centers want their reps to be able to answer the caller's questions the first time they call the company. That means the caller doesn't need to call again with additional questions on the same topic/issue. This goal makes sense — it saves your call center time and money in the long run. The key to first call resolution is to help agents quickly access the correct information they need and to make it easy for them to understand what needs to be done. As a content coach at ScreenSteps — a [knowledge base software](https://blog.screensteps.com/knowledge-base-basics) for creating and sharing documents — I’ve helped call centers write [call flows](https://blog.screensteps.com/call-flow-basics) in ScreenSteps that are easy to follow while an agent is on a call. This helps agents avoid missing steps and resolve the customer’s issue in one call. In this 3-minute video, I share [five ways ScreenSteps gets the right information to your reps](https://blog.screensteps.com/increase-first-call-resolution-call-center) so that your reps can resolve more calls on their first try. ## How to increase first call resolution in your call center Increasing first call resolution in your call center requires having resources that your reps can use while they are on a call. With ScreenSteps' knowledge base software, it is fast and easy to create clear call flows. Agents can quickly find and follow call flows — in as few as two clicks — without putting callers on hold. To see how ScreenSteps could help your call center, [schedule a time to meet with a member of the ScreenSteps team](https://www.screensteps.com/consultation). [![Talk to a ScreenSteps Rep](https://no-cache.hubspot.com/cta/default/120141/42f50430-1a32-467f-99bf-7bd14ba8eb4a.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/42f50430-1a32-467f-99bf-7bd14ba8eb4a) ### About Jonathan DeVore Customer Success - [**](https://www.facebook.com/sharer/sharer.php?u=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution) - [**](https://twitter.com/intent/tweet?text=5+Ways+ScreenSteps+Improves+First+Call+Resolution+For+Call+Centers&url=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution&via=) - [**](https://www.linkedin.com/shareArticle?url=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution&title=5+Ways+ScreenSteps+Improves+First+Call+Resolution+For+Call+Centers&summary=How+does+ScreenSteps+help+your+call+center+agents+improve+first+call+resolution%3F+In+this+3-minute+video%2C+I+share+five+ways+ScreenSteps+gets+the+right+information+to+your+agents+so+that+your+reps+can%C2%A0resolve+more+calls+on+their+first+try.+This+saves+agents+time+and+your+company+money.) - [**](mailto:?body=https://blog.screensteps.com/ways-screensteps-improves-first-call-resolution) ```json { "@context" : "https://schema.org", "@type" : "VideoObject", "caption" : { "@type" : "MediaObject", "contentUrl" : "https://blog.screensteps.com/media-transcripts/63503246406/en.vtt", "inLanguage" : "en", "name" : "en Captions" }, "contentUrl" : "https://120141.fs1.hubspotusercontent-na1.net/hubfs/120141/Archive/2022/First%20Contact%20Resolution.mp4", "dateModified" : "2025-09-08T17:44:18.431Z", "description" : "In this 3-minute video, Jonathan shares five ways ScreenSteps gets the right information to your reps so that your reps can resolve more calls on their first try.", "duration" : "PT2M58.095S", "height" : 1080, "name" : "5 Ways ScreenSteps Improves First Call Resolution For Call Centers", "thumbnailUrl" : "https://120141.fs1.hubspotusercontent-na1.net/hubfs/120141/Archive/2022/First%20Contact%20Resolution.mp4/medium.jpg?t=1757353458431", "uploadDate" : "2022-01-10T13:13:43.158Z", "width" : 1920 } ```