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What Is First Call Resolution (FCR)?

Contact Center Glossary > First Call Resolution (FCR)

First Call Resolution (FCR) Definition | TLDR

FCR measures the percentage of customer inquiries or issues that are resolved during the initial contact with a customer service representative, reflecting efficiency and effectiveness in resolving customer concerns.

First Call Resolution (FCR) Meaning

First call resolution (FCR) is a key performance indicator used in customer service and call center environments to measure the effectiveness of resolving customer inquiries, issues, or requests during the initial contact with the customer. FCR represents the percentage of customer interactions that are resolved satisfactorily on the first call without the need for follow-up contacts or escalations. Achieving a high FCR rate is indicative of efficient and effective customer service operations, as it demonstrates the ability to address customer needs promptly and accurately, leading to increased customer satisfaction and loyalty.

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First call resolution (FCR) is a key performance indicator used in customer service and call center environments to measure the effectiveness of resolving customer inquiries, issues, or requests during the initial contact with the customer. FCR represents the percentage of customer interactions that are resolved satisfactorily on the first call without the need for follow-up contacts or escalations. Achieving a high FCR rate is indicative of efficient and effective customer service operations, as it demonstrates the ability to address customer needs promptly and accurately, leading to increased customer satisfaction and loyalty.

To measure FCR accurately, organizations must establish clear criteria for what constitutes a resolved call and implement systems and processes to track and record customer interactions and outcomes. This may involve training frontline staff to effectively address customer inquiries, providing access to relevant information and resources, and empowering agents to make decisions and take actions to resolve issues proactively. By focusing on improving FCR rates, organizations can drive operational efficiency, enhance customer satisfaction, and ultimately achieve better business outcomes.

FAQs

While achieving 100% FCR rate may be challenging, organizations can strive to continuously improve FCR by implementing strategies to enhance agent training, streamline processes, and empower frontline staff to address customer inquiries effectively during the initial contact.

Yes. A high FCR rate suggests that customer inquiries are resolved satisfactorily on the first contact, minimizing the need for additional follow-ups or escalations, which indicates efficient and effective customer service operations.

Yes. FCR can be measured for various communication channels where customer inquiries are handled, including phone calls, emails, live chats, and other digital channels.

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