What is first call resolution (FCR)?
First call resolution (FCR) is the share of customer issues resolved on the first contact, with no follow-up call, transfer or callback needed. It is usually measured by checking whether the same customer calls back about the same issue within a set window, such as seven days.
FCR tracks closely with customer satisfaction and with cost, since every repeat call is work done twice. It improves when callers reach the right place the first time and the person or agent answering can actually act on the request. Our article What is first call resolution? covers how to measure it and typical targets.