First Call Resolution (FCR)

First Call Resolution (FCR) is a key customer service metric that measures the percentage of customer issues or inquiries resolved during the initial interaction, without needing follow-up contacts. It reflects the efficiency and effectiveness of a support team in addressing concerns promptly. High FCR rates typically lead to increased customer satisfaction, reduced operational costs, and improved loyalty, as customers appreciate quick, complete solutions. Achieving strong FCR requires skilled agents, good knowledge databases, and clear processes to ensure problems are fully resolved during the first contact.