first contact resolution (FCR)

First Contact Resolution (FCR) is a measure of how effectively a customer service team resolves a customer's issue during their initial interaction, without needing to follow-up or additional contact. It indicates that the customer's problem was addressed completely and satisfactorily in one conversation or communication. High FCR rates typically lead to greater customer satisfaction, loyalty, and operational efficiency, as customers appreciate quick, effective support. Conversely, low FCR can signal areas for improvement and may result in increased costs and frustration for both customers and the company.