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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.

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Article FAQs

What is a first call resolution rate formula?
FCR Rate (%) = (Number of resolved contacts on the first interaction / Total number of customer contacts) x 100
What is a good FCR?
A good FCR depends on the industry and context of the organization, but generally a satisfactory first call resolution rate is 70-75%. Lower FCR can be acceptable for companies with complex products or services because issues require multiple interactions or specialized expertise to resolve.
Why is first call resolution important?
First-call resolution is important for good customer experience and satisfaction, increased customer royalty, and for increasing agent productivity.

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