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• Frequently Asked Questions

• What is first contact resolution fcr?

  For a service desk, first contact resolution (FCR) is the percent of contacts that are resolved by the service desk on the first interaction with the customer. For live calls or web chats, this means that the customer’s issue is resolved before they hang up the phone or end the chat session.

• What is first call resolution (FCR)?

  First-call resolution or first contact resolution (FCR) is defined as a contact center’s ability to resolve customer issues or address their needs the first time they call, with no follow-up required. As a contact center metric, it is a vital part of the customer relationship management process.

• What is one call resolution (FCR)?

  It is being able to resolve customer concerns in one call or one contact. Therefore, your business or call center measure and track this KPI regularly. Here is a guide that will help you understand the importance of one call resolution and how to measure and improve FCR rates for your business.

• What is FCR (contact resolution)?

  First Contact Resolution (FCR) is pretty much exactly what it sounds like: Resolving a customer’s issue in a single interaction, eliminating the need for them to contact you again about the issue. For phone support, that means resolving the issue in a single phone call.