First Call Resolution (FCR)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Every 1% increase in FCR improves customer satisfaction by 1% and reduces operational costs by 1%.

1. What is First Call Resolution (FCR)?

First Call Resolution (FCR) measures whether a customer’s issue is fully resolved during their first interaction, without any follow-up. High FCR rates indicate efficient support and strong customer satisfaction.

2. What is a first response call resolution FCR correction?

A first response call resolution FCR correction refers to adjustments made to how FCR is measured, such as excluding follow-up confirmation calls or reclassifying cases based on agent input, to ensure the metric reflects true resolution in the first contact.

3. How do you provide first call resolution (FCR)?

To deliver strong first call resolution (FCR):

• Train agents to handle end-to-end queries
  
• Provide real-time knowledge base access
  
• Use CRM tools for full context
  
• Route calls based on skill and intent
  
• Monitor FCR metrics and coach underperformers

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