1. What Is First Call Resolution?

First Call Resolution (FCR) is a key performance metric in customer service that measures the percentage of customer inquiries or issues that are resolved during the first contact, without requiring follow-up calls or additional contacts.

2. How Does the Calculator Work?

The calculator uses the FCR formula:

Where:

• \( \text{Resolved on First Contact} \) — Number of contacts resolved during initial interaction
• \( \text{Total Contacts} \) — Total number of customer contacts received
• \( FCR \) — First Call Resolution percentage

Explanation: This formula calculates the efficiency of customer service operations by determining what percentage of customer issues are resolved immediately, without escalation or callbacks.

3. Importance of FCR Calculation

Details: High FCR rates indicate efficient customer service, reduce operational costs, increase customer satisfaction, and decrease customer effort. It's a critical metric for contact center performance evaluation.

4. Using the Calculator

Tips: Enter the number of contacts resolved on first attempt and the total number of contacts received. Both values must be valid non-negative numbers, with resolved contacts not exceeding total contacts.

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good FCR rate?
A: Industry standards vary, but generally 70-80% is considered good, while 80%+ is excellent. The ideal rate depends on your industry and customer expectations.

Q2: How does FCR impact customer satisfaction?
A: High FCR directly correlates with higher customer satisfaction scores. Customers prefer having their issues resolved quickly without multiple contacts.

Q3: What factors affect FCR rates?
A: Agent training, knowledge base quality, system accessibility, process complexity, and problem categorization all impact FCR performance.

Q4: How often should FCR be measured?
A: Most organizations track FCR monthly, but high-volume centers may measure it weekly or even daily for real-time performance monitoring.

Q5: Can FCR be improved?
A: Yes, through better agent training, improved knowledge management, streamlined processes, and empowering agents with appropriate authority and tools.