What is a first call resolution (FCR)?
Definition: First Call Resolution (FCR) is a performance metric used in customer service and support to measure an organization’s effectiveness in resolving customer issues, concerns, or inquiries during the initial contact.
It refers to the percentage of customer problems or questions that are fully resolved by support agents during the first interaction with the customer, whether it's through phone, email, chat, or any other communication channel.
High FCR rates indicate that customer service is efficient and responsive, leading to increased customer satisfaction and loyalty.
How is first call resolution measured?
First call resolution is measured by calculating the percentage of customer contacts that are resolved during the initial interaction with a support agent.
Divide the total number of customer contacts resolved on the first call by the total number of all calls during a certain period of time.
Remember that first call resolution shouldn’t be the only metric used to assess the quality of customer service — you need to balance FCR with other metrics, like customer satisfaction (CSAT), average handle time (AHT), and net promoter score (NPS), to get a comprehensive understanding of your customer support performance.