What is first contact resolution rate (FCR)?
First contact resolution rate (FCR) is a customer service metric that measures the number of customer queries or issues resolved on the first interaction with the customer.
Obviously, resolving a customer issue on the first interaction is the ideal outcome. Resolving issues quickly is one of the ways that brands can excel at their customer service.
How to calculate first contact resolution rate (FCR)?
To calculate FCR, divide the ‘number of issues resolved on first contact’ by the ‘total number of issues’ at hand and multiply by 100.
Remember to take into consideration the figures for a particular timeframe.
Formula for calculating first contact resolution rate (FCR)
Real-life example of first contact resolution rate (FCR)
Let’s say, during the last month, your customer service team dealt with a total of 200 customer queries and issues. Out of those, 120 were resolved at first contact.
Then, your first contact resolution rate (FCR) calculation will look like: 120/200 x 100 = 60%
What’s considered a good first contact resolution rate (FCR)? (benchmark)
The benchmark for first contact resolution rate (FCR) across industries is around 65% - 75%. An FCR of 90% is considered phenomenal and a rate of 40% or less is considered bad.
A research has revealed a standard benchmark for FCR of 70% to 75%.
The higher the first contact resolution rate, the better.
Ways to improve your first contact resolution rate (FCR)
- Set up a helpdesk software solution: It isn’t humanly possible to address all customers' queries and issues at first contact. Employ a helpdesk software solution that integrates CRM, live chat support, and other necessary systems.
- Prioritize FCR in training: Stress the importance of deep product knowledge and cross-channel communication strategies in team training. Provide micro-coaching sessions to your customer service team to improve FCR. Read: Tips on How to Coach More Successful Agents
- Get the most information: A customer service agent is more likely to be able to resolve a customer issue on the first call if they have the most information about the issue they are facing. One way is to train them to ask the right questions during a call to get to the root of a problem.
Also Read: Related Metrics
- Net Promoter Score
- Customer Churn Rate
- Customer Lifetime Value
- Customer Retention Rate
- Repeat Purchase Rate
- Customer Satisfaction Score (CSAT)
- Renewal Rate
- Customer Acquisition Cost
- Free Trial Conversion Rate
- Daily Active Users (DAU)
- Monthly Active Users (MAU)
- Average Revenue Per User
- Referral Program ROI
- Upsell Rate & Cross-sell Rate
- Viral Coefficient
- Participant Share Rate
- Invitation Conversion Rate
- Net Dollar Retention
- Product Adoption Rate
- Sessions per User