Glossary • First Contact Resolution (FCR)
What it means:
First Contact Resolution (FCR) is when a customer’s grievance or issue is resolved to the point of conclusion during the very first point of contact, eliminating any further requirements and keeping the customer satisfied. Having the customer make contact only once and immediately see a solution reached is a great way to improve your customer support.
FCR is one in a series of measurements that help track the effectiveness of your processes. Customers love fast resolutions to their problems, so this is a great benchmark for focusing on the customer experience.
It is believed that for every 1% improvement you make in FCR, you get a 1% improvement in customer satisfaction, too. Reports also find that customer satisfaction usually drops by around 15% every time a customer has to call back about an unresolved issue.