First Call (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.

Published On: 2nd Jun 2022
Read more about - Definitions,

Recommended Articles

Colourful arrow on graph showing increase
Improve First Contact Resolution (FCR)
A picture of what FCR stands for
What Is First Contact Resolution? – With Formula and Expert Best Practices
A photo of someone choosing an upward facing arrow
20 First Call Resolution Tips (FCR)
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.