Definition The percentage of customer issues solved in the first interaction, without follow-up.
Also called FCR, First contact resolution
Example 700 of 1,000 issues solved on the first call gives an FCR of 70%.
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Why it matters Solving issues first time improves satisfaction and lowers cost.
Where it is used Contact centre dashboards and support reviews.
How to calculate it Issues resolved on first contact ÷ total issues × 100
Worked example 700 of 1,000 issues solved on the first call gives an FCR of 70%.
