1. What is First Call Resolution Rate?

First Call Resolution (FCR) is a key performance metric in customer service that measures the percentage of customer inquiries or issues that are resolved during the first contact, without requiring follow-up calls or additional contacts.

2. How Does the Calculator Work?

The calculator uses the FCR formula:

Where:

• \( \text{Resolved on First Contact} \) — Number of contacts resolved during first interaction
• \( \text{Total Contacts} \) — Total number of customer contacts received
• \( \times 100 \) — Converts the ratio to percentage

Explanation: This formula calculates the efficiency of your customer service team in resolving issues immediately, reducing customer effort and improving satisfaction.

3. Importance of FCR Calculation

Details: High FCR rates correlate strongly with customer satisfaction, loyalty, and reduced operational costs. It's a critical metric for evaluating contact center performance and agent effectiveness.

4. Using the Calculator

Tips: Enter the number of contacts resolved on first interaction and the total number of contacts received during the same period. Ensure resolved contacts is not greater than total contacts.

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good FCR rate?
A: Industry standards vary, but generally 70-80% is considered good, while 80%+ is excellent. The benchmark depends on your industry and contact complexity.

Q2: How does FCR impact customer satisfaction?
A: Customers who have their issues resolved in one contact are typically more satisfied and less likely to switch to competitors. Each additional contact decreases satisfaction.

Q3: What factors affect FCR rates?
A: Agent training, knowledge base quality, issue complexity, system accessibility, and process efficiency all impact FCR performance.

Q4: How often should FCR be measured?
A: Most organizations measure FCR weekly or monthly, but real-time monitoring can help identify and address issues promptly.

Q5: Can FCR be improved?
A: Yes, through better agent training, improved knowledge management, streamlined processes, and empowering agents with resolution authority.