First Contact Resolution Rate (FCR)

What Is First Contact Resolution Rate (FCR)?

The First Contact Resolution Rate measures the percentage of support tickets resolved during the first interaction with the customer.

A high FCR indicates an efficient support team that can resolve issues quickly.

How To Calculate First Contact Resolution Rate (FCR)?

To calculate FCR, divide the number of tickets resolved on first contact by the total number of tickets received, then multiply by 100.

The Formula for First Contact Resolution Rate (FCR)

(Number of tickets resolved on first contact / Total number of tickets) * 100

An Example of First Contact Resolution Rate (FCR)

Your support team receives 100 tickets in a month.

• They resolve 70 of them on the first interaction.
• FCR = (70 / 100) * 100 = 70%

Insights First Contact Resolution Rate (FCR)

Evaluating Support Efficiency

Assessing the support team's ability to efficiently resolve issues.

Identifying Complex Issues

Recognizing cases that require multiple interactions for resolution.