Also known as: FCR, first contact resolution
First Call Resolution
ConceptualMetricsOperations
Definition
First Call Resolution: First Call Resolution (FCR) measures the percentage of customer issues resolved in a single interaction without follow-up. High FCR indicates efficient support and reduces customer effort. FCR above 70% is generally good; below 50% suggests systemic issues with support processes or product complexity.
Example Usage
“Improving FCR from 55% to 72% reduced total tickets 20% and improved customer satisfaction. Training on common issues made the biggest impact.”
Common Misconceptions
100% FCR is the goal. Some issues legitimately need escalation or follow-up; optimize within reason.
FCR is just a support metric. Product teams should know what issues drive repeat contacts—and fix them.
Measure by ticket close. True FCR requires tracking whether customers return with the same issue.
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