CallCenterAdvisor

First Call Resolution (FCR)

Learn what first call resolution (or FCR) means and why it is an important call center metric that you should track

1 min read

first call resolution (FCR)

First call resolution (also known as “FCR“) is an important call center metric that refers to how well the call center is doing in resolving customer issues on the first call. The same metric is used for other types of interactions that contact centers may handle (such as email interactions, chat interactions, etc.). The bottom line is, FCR tells you if your agents are resolving issues efficiently. Customers don't want to have to call back several times to resolve an issue.

First call resolution can be impacted by a number of factors. For example, if a call center's agents are not highly trained, first call resolution metrics may suffer. If call center agents are not provided with tools to easily look up information to resolve customer inquiries, first call resolution metrics will suffer.

A dropping FCR metric is a canary in a coal mine type of indicator …. it likely indicates a problem with training, resources or tools.

Call centers that handle customer service matters should shoot for an FCR rate of greater than 70%.

Ready to compare vendors?

See who sells this, side by side, in the CallCenterAdvisor directory.

Browse the vendor directory

More on Terms

View all

  • Terms

    “Unknown Caller” vs. “No Caller ID”: Understanding Telco Terms

    For call center professionals (especially those involved in outbound dialing campaigns), it’s important to understand the different terms and features associated with caller ID. We’ll explore the differences between the terms “unknown caller” and “no caller ID,” as well as their implications for both callers and recipients of calls. Introduction Caller ID is a feature…

  • Terms

    MOS Scores

    A “MOS” score refers to a “Mean Opinion Score”, and is a call center term that refers to a scoring system that is used to measure the quality of a voice communication (such as a phone call between a call center agent and a customer). Simple Explanation of MOS Scores In simple terms, a high…

  • Terms

    Disposition Code

    Disposition codes (sometimes called “dispo codes“) are short codes or names that are used by call center agents (or call center software) to “disposition” a call. Put more simply — dispo codes are used as shorthand to keep track of what happened on a call. Think about it — many call centers receive or make…