FCR
Service Operations
FCR (First Contact Resolution)
First Contact Resolution
Percentage of customer issues resolved during the first interaction without repeat contact or escalation.
Examples
- 01FCR in the customer service centre is 74 %: 74 of 100 issues are solved during the first call.
- 02Supervisors review FCR by team and issue type and see that delivery questions are rarely solved at first contact.
- 03Giving agents live access to carrier tracking raises FCR for delivery questions from 52 % to 81 %.