What Is First Call Resolution (FCR)?
First call resolution (FCR) is a contact center performance metric that measures the ability to resolve customer issues during their initial contact without the need for follow-up interactions. FCR is measured across all channels, including email, chat, text, SMS, and mobile. A high FCR rate indicates that customer problems are being resolved quickly and efficiently. A high FCR score can indicate positive customer satisfaction.
Benefits of Measuring First Call Resolution (FCR)
There are numerous benefits to measuring FCR:
Indicates room for improvement and agent coaching
Encourages agents to focus on resolving issues fully on the first interaction
Improves contact center efficiency
Reduces operational costs
Helps increase customer satisfaction
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