What is First Contact Resolution (FCR)?
First Contact Resolution (FCR) is a customer service metric that tracks whether a customer’s query or problem is fully resolved during their initial interaction with a company, whether via phone, chat, email, or any other channel. If no further follow-up is required, the interaction is considered successfully resolved on first contact.
FCR is widely used in contact centres to assess both service quality and operational efficiency. It reflects how effective agents are at addressing customer needs the first time, which has a direct impact on customer satisfaction, loyalty, and cost control.
To calculate FCR, businesses typically track the percentage of total interactions resolved without additional contact:
FCR (%) = (Total Cases Resolved on First Contact ÷ Total Customer Contacts) × 100
However, definitions may vary depending on whether internal data (agent logs) or customer feedback (post-interaction surveys) is used.
Why First Contact Resolution Matters
High FCR rates are strongly correlated with customer satisfaction and operational efficiency. When customers get the answers they need on the first try, it reduces frustration, builds trust, and shortens the time spent navigating support systems.
Operationally, improving FCR reduces repeat contacts, which lowers overall interaction volume and resource usage. This frees up agents to focus on new or more complex queries and helps reduce average handle time.
In competitive markets, FCR can also become a brand differentiator, with customers remembering and rewarding businesses that resolve their issues without delays or escalation.
Factors That Influence FCR
- Agent Training & Empowerment – Agents must have the knowledge and authority to resolve issues on the spot.
- System Access – Agents need fast access to relevant data and tools.
- Process Clarity – Simple, well-structured workflows support better outcomes.
- Cross-Channel Integration – When customers switch channels, agents should still see the full context.
- Customer Expectations – Sometimes what constitutes “resolution” is subjective and must be clarified.
Common Pitfalls
- Assuming a case is resolved without confirming with the customer
- Focusing too heavily on speed instead of quality
- Using incomplete or inconsistent measurement methods
Measuring FCR accurately requires consistent definitions, effective tagging, and ideally, input from the customer to validate that their needs were met.
Related Terms
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Average Handle Time (AHT)
- Contact Resolution Rate
- Customer Effort Score (CES)