First call/contact resolution (FCR)

contact center

customer experience

What Is First Call Resolution (FCR)?

First call resolution (FCR), also known as first contact resolution, is a crucial contact center metric that measures the ability of a contact center to resolve customer inquiries during the first call or interaction.

First Call Resolution (FCR) FAQs

What Is the Difference Between First Call Resolution vs First Contact Resolution vs First Touch Resolution?

First call resolution (FCR), first contact resolution, and first touch resolution are all terms that are used interchangeably to refer to the same concept. They measure the ability of a contact center to resolve customer inquiries during the initial call or interaction.

What Are the Benefits of Positive First Call Resolution Rates?

Positive FCR rates can lead to a range of benefits including:

  • Retaining customers
  • Improved customer satisfaction
  • Enhanced reputation and loyalty
  • Increased agent morale
  • Reduced call volume

What Is the First Call Resolution Formula?

The formula for calculating first call resolution is:

First call resolution = Number of calls resolved on the first contact / total number of calls received during time period

This can be calculated over a specific period, such as daily, weekly, or monthly.

What Is the Average First Call Resolution Rate?

The average first call resolution rate in the contact center industry is around 70%. However, this can vary depending on the complexity of customer inquiries companies receive and the efficiency of the contact center's processes. It is important for contact centers to continuously strive to improve their FCR rates.

How Can You Improve First Call Resolution?

Improving first call resolution is crucial for enhancing customer satisfaction and operational efficiency in customer service. Here are several strategies and best practices to help you achieve better FCR rates:

  • Provide comprehensive training to customer service agents. Ensure they understand your products, services, and common customer issues.
  • Provide coaching to agents to work on effective communication and problem-solving skills.
  • Implement and maintain a robust knowledge base for quick access to solutions.
  • Give agents the authority and tools to resolve issues without unnecessary escalations.
  • Implement self-service options like IVR, chatbots, and FAQ pages for independent issue resolution.
  • Use customer data and analytics to identify common issues. Prioritize addressing these issues to prevent recurrence.
  • Use AI-powered Text Analytics and Speech Analytics to analyze every contact center interaction, get to the root cause of issues, enhance agent training, and gain insights that enable teams to better resolve customer inquiries on the first attempt. 
  • Regularly evaluate agent performance and provide feedback.
  • Collect and analyze customer feedback in real time to understand pain points and expectations. Use feedback to make continuous service improvements.
  • Invest in contact center solutions to streamline operations and provide necessary resources for issue resolution.
  • Track and measure FCR regularly. Monitor contact center metrics and use KPIs to evaluate success.
  • Implement a call center rewards program that recognizes agents with high FCR rates.
  • Foster a culture of continuous improvement in the customer service department. Regularly review processes and seek areas for optimization.

Improving FCR requires a holistic approach, involving agent training, technology, data analysis, and a focus on customer needs. By implementing these strategies, you can enhance the first call resolution rates and provide a better experience for your customers.

What Are Some Examples of First Call Resolution?

Examples of successful FCR include:

  • Resolving a billing inquiry on the first call
  • Providing technical support and resolving an issue during the initial contact
  • Successfully addressing a customer complaint and providing a satisfactory resolution without requiring further follow-up calls