First Contact Resolution (FCR)

First Contact Resolution (FCR) is a metric used to measure the percentage of customer inquiries or issues that are resolved during the initial contact with a customer service representative, without the need for follow-up interactions. A high FCR rate indicates efficient and effective customer service, as it signifies that customers’ needs are addressed promptly and satisfactorily during their first interaction with the company. FCR is an important indicator of customer satisfaction, operational efficiency, and the overall quality of customer service provided by an organization.