First contact resolution (FCR)

First Contact Resolution, or FCR, is the gold-standard KPI for contact and call centers. Ideally, every customer interaction is resolved the first time a customer contacts a business with an inquiry or issue. A proper resolution isn’t re-opened. To measure FCR, user tracking must be as accurate as possible to ensure that your contact center directly addresses issues on the first interaction instead of providing a sub-par response that will eventually result in the user having to re-address the problem.

The first step in improving FCR is categorizing the most common customer interactions. For each interaction type, look at scenarios that result in a query being re-opened and make changes to the initial interaction workflow accordingly. With proper contact center analytics, you should be able to move through this process with ease and improve your FCR rate in no time!