First Contact Resolution (FCR)

First Contact Resolution (FCR) is a key performance metric in customer service that measures the ability to resolve customer inquiries or issues during the first interaction, without the need for follow-up. It reflects the efficiency and effectiveness of a support team in addressing customer needs promptly. High FCR rates are indicative of a well-functioning support system that enhances customer satisfaction and loyalty.

Use Case

An e-commerce company tracks FCR to improve its customer support. By analyzing cases where issues weren't resolved on the first contact, the company identifies training needs and process improvements to enhance service efficiency and customer satisfaction.