First call resolution or first contact resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the …

Learn what first call resolution measures, why it drives both costs and satisfaction, and six strategies that help top contact centers hit 80% FCR or higher.

Jul 24, 2024 · First call resolution is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call.

First Call Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. …

Dec 11, 2025 · First call resolution (FCR) is a metric used by call centers to measure the efficiency of their teams. This key performance indicator evaluates how quickly you can …

Sep 11, 2025 · This comprehensive guide will cover everything you need to know about first call resolution—what it is, why it matters, how to measure it, and most importantly, proven …

First call resolution (FCR) is a metric that measures the ability of a customer service center to resolve customer questions or issues during the initial interaction without the need for follow …

Jun 27, 2025 · Learn what First Contact Resolution (FCR) means, how to measure it, industry benchmarks, and actionable strategies to improve your FCR rate.

A: First Call Resolution (FCR) is a call center KPI that measures the percentage of customer issues resolved completely during the first interaction, without requiring follow-up calls, …

Nov 12, 2025 · What is First Call Resolution? In call centers, the percentage of cases addressed via First Call or First Contact Resolution (FCR), i.e., by resolving problems during the client’s …