FCR

FCR, or First Call Resolution, measures the percentage of customer issues that are resolved during the initial contact with a support team, without the need for follow-up or additional interactions. High FCR indicates efficient and effective service, leading to increased customer satisfaction and loyalty. It reflects a team's ability to diagnose and address problems quickly, reducing customer effort and improving overall service quality. Tracking FCR helps organizations identify areas for improvement and optimize their processes to resolve customer needs more effectively on the first try.