First Contact Resolution (FCR)

What is first contact resolution?

The unicorn of customer support metrics, FCR is when your agent resolves a customer’s support request on the first go. Your support agent has successfully addressed your customer’s concerns in a single, well-crafted reply.

Don’t expect this metric to be super-high. A little (and sometimes a lot of) back and forth is normal.

You can measure your FCR rate by tracking the number of interactions in a case and calculating the number of one-touch responses. Tracking your FCRs help you see what you can do to keep the average number of interactions low. This then reduces customer effort and improves the customer experience all around.

You can also use this opportunity to gain customer feedback by asking how the user felt their interaction went. Use this feedback to make improvements to your support processes.