First Contact Resolution (FCR)

A metric that measures how often a customer’s issue is resolved during the first interaction with a contact center.  

FCR is also known as first call resolution or first touch resolution.  

FCR metric can help:  

Improve customer experience: Customers are likely to stay with a company and buy again if their issues are resolved quickly.  

Increase agent efficiency: Fewer callbacks and recontacts mean agents spend lest time repeating themselves.  

Save money: Fewer callbacks and recontacts mean fewer agents are needed. 

First Contact Resolution Rate is the percentage of customer issues or inquiries resolved during the first interaction, without requiring a follow-up or escalation.  

A higher FCR typically indicates better service quality and efficiency.  

FCR measurement processes can vary between industries and clients. Accurate tracking is critical to ensure the insights are meaningful. For example, if a customer contacts the center multiple times in seven days, it may not always be about the same issue. Reliable reporting and tracking are key to capturing accurate information. 

Calculation Example: 

Total Interactions Resolved at First Contact: 700 

Total Interactions: 1000 

FCR: (700/1000) * 100 = 70%