First Call (Contact) Resolution (FCR) Related Articles How to Calculate First Contact Resolution (FCR) - With Formula What Is First Contact Resolution? – With Formula and Expert Best Practices 20 First Call Resolution Tips (FCR) What Is the Best Way to Measure First Contact Resolution? © Priyanka - Adobe Stock - 356336666 886 Filed under - Definitions, First Contact Resolution (FCR) FCR is a measure of relative success for an individual interaction. Usually defined in terms of a single customer or account, a single issue or order and a predefined time range for a response to have taken place and expressed as a percentage of the overall interaction volume. Example: If a customer chooses a set of particular options on an IVR or an agent appends a particular result code to an account and the customer contacts the supplier/provider regarding the same issue within 7 days, then that interaction would have failed FCR. Author: Rachael Trickey Published On: 2nd Jun 2022 Read more about - Definitions, First Contact Resolution (FCR) Recommended Articles How to Calculate First Contact Resolution (FCR) - With Formula What Is First Contact Resolution? – With Formula and Expert Best Practices 20 First Call Resolution Tips (FCR) What Is the Best Way to Measure First Contact Resolution? Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter