First-call Resolution (FCR) is an important contact center metric, which essentially means addressing a customer’s needs the very first time they call. Thereby, avoiding the need for the customer to follow up with a second call.
FCR helps companies measure their customer satisfaction rates. The higher the FCR rate, the more satisfied customers are, leading to customer loyalty. It also acts as one of the key performance indicators (KPIs) for agents and it measures their efficiency. This has a direct impact on the profit lines of the company.
In many businesses FCR metrics are seen in-conjunction with talk time, with each one trying to achieve a high FCR rate along with a low talk time.