What is First Call Resolution (FCR)?
First Call Resolution (FCR) is a key performance metric in call centers that measures the percentage of customer issues resolved during the first interaction, without requiring a follow-up or escalation.
Why FCR Matters
A high FCR rate indicates efficient service and leads to higher customer satisfaction. It also reduces call volume, agent workload, and operational costs.
How to Measure FCR
– Track calls resolved without callbacks or follow-ups
– Use post-call surveys asking customers if their issue was fully resolved
– Analyze CRM data for repeat contact patterns related to the same issue
Factors That Influence FCR
– Agent knowledge and training
– Access to accurate customer data
– Clear call flows and escalation paths
– Empowerment to resolve issues without approvals
Types of FCR Measurement
Internal FCR
Measured by the business using CRM records, call logs, or QA tracking.
External FCR
Measured by asking customers directly if their issue was resolved on the first call (e.g., via post-call surveys).
How to Improve FCR
– Train agents thoroughly on product knowledge and policies
– Provide real-time access to support documentation
– Enable better CRM integration and tools
– Empower agents to make decisions on the spot
– Monitor and coach low-performing calls
Benefits of High FCR
– Increases CSAT and Net Promoter Score (NPS)
– Reduces call volume and repeat contact
– Improves agent morale and engagement
– Enhances brand loyalty
Related Topics for Further Reading
– CSAT (Customer Satisfaction Score)
– Escalation
– CRM Integration
– Call Flow
– Agent Training
