First Contact Resolution (FCR)

First Contact Resolution (FCR), also known as the first-time resolution rate, refers to the proportion of customer inquiries that support resolves on the first attempt: For example, only one call, one email, or one chat conversation is needed to satisfactorily resolve a problem.

Goal

A "world-class" FCR can be an important goal, but this is by no means always the case. Overall, high customer satisfaction is the top priority.

Calculation

FCR can be easily calculated: You divide the number of inquiries that could be resolved with a single interaction (one call, one email response, or one chat session) by the total number of inquiries. 

The formula is: FCR = Number of tickets resolved with one interaction  / Total number of tickets received

With a good FCR, companies can ensure that customers receive quick remedies for problems – which contributes to their satisfaction. In fact, a specific FCR can reasonably be used as a KPI for customer satisfaction, as it contributes to it to a certain extent. Companies can also collect a Customer Satisfaction Score (CSAT) separately, where a positive first-time resolution rate also directly contributes to a favorable value.

Advantages

• Importance for customer loyalty
• Connection with costs
• Statements on service quality
• Influence on support teams
• Competitive advantages