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first call resolution (FCR)
Home » First Call Resolution (FCR)

First Call Resolution (FCR)

posted on March 30, 2022

First call resolution (also known as “FCR“) is an important call center metric that refers to how well the call center is doing in resolving customer issues on the first call. The same metric is used for other types of interactions that contact centers may handle (such as email interactions, chat interactions, etc.). The bottom line is, FCR tells you if your agents are resolving issues efficiently. Customers don't want to have to call back several times to resolve an issue.

First call resolution can be impacted by a number of factors. For example, if a call center's agents are not highly trained, first call resolution metrics may suffer. If call center agents are not provided with tools to easily look up information to resolve customer inquiries, first call resolution metrics will suffer.

A dropping FCR metric is a canary in a coal mine type of indicator …. it likely indicates a problem with training, resources or tools.

Call centers that handle customer service matters should shoot for an FCR rate of greater than 70%.


Related Definitions:

  1. Average Handle Time (“AHT”) The Average Handle Time (or “AHT”) refers to the average amount of time that a call lasts. Typically measured from the time a call arrives at a phone switch (such as an automated call distributor) to the time that the call is dispositioned by the call center agent. For outbound calls, the AHT is generally measured from […]…
  2. Call Pop A call pop (also known as a “screen pop”) is a way for a call center to present information about a call to an agent in conjunction with the arrival of an inbound call. A call pop can also be used to present a script or a CRM record to the call center agent. Call […]…

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