What is first contact resolution (FCR)?
First contact resolution (FCR) is the percentage of customer issues fully resolved in the first interaction, with no follow-up, transfer or repeat contact. The formula is issues resolved on first contact divided by total issues, times 100.
Formula
FCR = (issues resolved on first contact ÷ total issues) × 100
Example: 700 of 1,000 issues solved first time → 70%.
Why it matters
Customers who get help the first time report higher satisfaction and lower effort, and costs fall because repeat contacts disappear.
Improving FCR
| Lever | Example |
|---|---|
| Knowledge | Accurate, findable answers |
| Context | Agent sees account and history |
| Authority | Agents or AI can act, like issuing refunds |
| Routing | Right skills first time |
