First Contact Resolution (FCR) Rate
Percentage of customer issues resolved on the first interaction, without escalation or follow-up
What is First Contact Resolution (FCR) Rate?
First contact resolution rate is the percentage of customer issues resolved in the first interaction, with no need to follow up. It shows how well a service solves problems at once.
It is one of the strongest drivers of customer satisfaction, since customers dislike having to contact a business more than once.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Service Delivery
- Industry
- All Industries
- Type
- Leading
- Impact
- Quality
- Unit
- %
- Measurement frequency
- Weekly / Monthly
- Formula
- (Issues resolved on first contact / Total issues raised) × 100
How to calculate it
Divide issues resolved on first contact by total issues raised, and multiply by 100.
For example, if 720 of 1,000 issues were resolved on first contact, the rate is 72%.
Define resolved clearly, such as no repeat contact on the same issue within a set number of days, and measure with customer feedback as well as system data.
Where it is used
Improving customer satisfaction
Solve problems once.
Reducing contact volume
Cut repeat contacts.
Finding capability gaps
See where issues are not solved.
How to improve it
Tips and common mistakes
- Use a repeat-contact window to define resolution.
- Ask customers whether the issue was resolved.
- Do not sacrifice quality for speed.
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