First call resolution (or first contact resolution) is one of the key metrics for customer service. Also known as first contact resolution, first call resolution measures the ability to handle and resolve customer issues in the first interaction. No one wants to contact a company more than once to resolve their issue (nor does the company want to handle multiple tickets), so the first call resolution rate is critical.
The FCR metric is computed from the fraction or percentage of customer requests that are successfully resolved in the first interaction with the agent.
How to Calculate First Call Resolution to Track FCR Performance
To compute FCR, divide the total number of resolved cases in the first interaction by the total number of cases. You can pick a window, for example 24 hours, depending on your volume and the granularity with which you'd like to track performance changes.
What is a good First Call Resolution Rate?
A high FCR is key to efficiency. It means the team effectively resolves customer issues the first time they happen without them having to call back or try their luck using another channel. It also accounts for tickets being quickly closed without actually being resolved, and hence can counterbalance other metrics.
The industry standard for FCR is different for different business and industries. One study claims that the industry standard first call resolution is 74%. Thus, a rate of 85% or higher is a good target.
Why Is FCR Important?
First call resolution is critical for quality customer service and should be one of key metrics used by businesses to track support.
These are a few reasons why:
How to Improve First Call Resolution?
Establishing clear goals and tracking them is essential to getting a better FCR score. Then, it's time to make an improvement plan and measure the customer service agents' performance.
The critical steps to improve first call resolution: