FCR (First Call Resolution)

Why measure FCR?

Most companies support customers through several support levels. The first level (the contact center) is the most accessible and the least expensive. That is why it is most cost-effective to solve problems and answer customer questions right there. Specialists at the second and higher levels have deeper expertise, and that expertise costs significantly more.

Keep in mind that at the first level, a phone conversation with the customer is often enough. When it is not, other channels come into play: chats, mobile apps, messaging apps, and email. All of them add costs. FCR shows whether the cheapest and simplest way of reaching the customer is working. For any business, this is the most cost-effective option, because it does not require spending more on higher-skilled staff.

At the same time, do not rely on FCR alone. Track it alongside other metrics. If the focus is only on FCR, first-level agents will try to close requests without checking whether their help was effective and whether the customer's problem was actually solved.

Ways to measure FCR

There are several ways to measure FCR:

• Call counting. Calls are counted over a period, for example a month. If a customer called several times about the same issue, the first contact is not counted as resolved. Keep in mind that the customer may call from a different number or simply give up without getting a clear answer.
• Post-contact survey. The customer spends only a few seconds answering whether support helped. This method is inexpensive and gives a good picture of FCR. The downside is that agents can inflate the results.
• Automated surveys in the service desk system. They work the same way as a post-contact survey and have the same downside: the results can be inflated.
• Follow-up survey. This is one of the most reliable methods, but also one of the most expensive. Someone contacts the customer directly by phone or email to ask how helpful support was in resolving their issue.

The choice of method depends on the business, its budget, and how precise the data needs to be. Combining several methods gives a more accurate picture that the team can use to improve the service.

How to calculate FCR: methodology and formulas

The formula depends on whether you measure FCR externally (from the customer's point of view) or internally (from your own request data). For the most accurate result, use both.

External method

Divide the number of customer issues resolved on the first contact, as reported by customers, by the total number of customers surveyed. Multiply the result by 100%.

Internal method

Count the requests that were resolved on the first contact and did not lead to a repeat contact about the same issue within a set period. Divide this number by the total number of requests and multiply by 100%.

Combining the results

When you use both methods, compare the external and internal figures. A large gap between them shows that requests are being closed in the system but customers do not consider their issues resolved, or the other way around. Looking at reopened requests helps explain the gap.

Benchmarks vary by industry and request type. Many teams treat an FCR above 70–80% as a strong result. A noticeably lower or falling FCR is a reason to review the contact center's work, find the causes, and fix them before customers start to leave.

How to improve FCR

FCR is a powerful tool when used correctly. When the metric is low, act quickly. Work in several directions at once:

• Analyze requests. It takes effort, but it is essential for improvement. Find out why customers contact you again about the same issue. It is just as important to check whether the request was actually closed.
• Automate the process. Automating customer requests gives a much broader view. It shows whether the same customer keeps coming back with the same request and whether similar problems affect a segment of your customers.
• Train your staff regularly. Agents need not only communication skills but also a solid understanding of the company's products and services. Training helps them resolve requests faster, which also improves FCR.

Distributing work well also helps. If one agent carries the maximum load during peak hours while another handles only one or two requests in the same time, results suffer. Automated routing is the best way to solve this problem.