First Contact Resolution (FCR)
Short definition
First Contact Resolution (FCR): The proportion of customer issues resolved on the first contact without a follow-up interaction.
Meaning and how it works
Define what qualifies as resolution on first contact and how long a later repeat contact can invalidate that status. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business applications
- Business scenario:
Support tracks how many cases are solved without the customer needing to call again about the same issue.
What to check before implementation
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.