1. What is First Call Resolution (FCR)?

First Call Resolution (FCR) is a key performance metric in customer service that measures the percentage of customer issues resolved during the first contact. It indicates the efficiency and effectiveness of customer support operations.

2. How Does the Calculator Work?

The calculator uses the FCR formula:

Where:

• \( \text{Number of Issues Resolved on First Call} \) — Count of customer issues successfully resolved during the initial contact
• \( \text{Total Number of Calls} \) — Total number of customer service calls received

Explanation: The formula calculates the percentage of customer interactions where the issue was completely resolved without requiring follow-up calls or additional contacts.

3. Importance of FCR Calculation

Details: High FCR rates correlate with increased customer satisfaction, reduced operational costs, improved agent efficiency, and enhanced customer loyalty. It's a critical metric for evaluating customer service quality.

4. Using the Calculator

Tips: Enter the number of issues resolved on first call and the total number of calls. Both values must be non-negative integers, and resolved issues cannot exceed total calls.

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good FCR rate?
A: Industry standards vary, but generally 70-80% is considered good, while 80%+ is excellent. The ideal target depends on your industry and customer expectations.

Q2: Why is FCR important for customer satisfaction?
A: Customers prefer having their issues resolved immediately. Each additional contact required decreases satisfaction and increases frustration.

Q3: How can we improve our FCR rate?
A: Strategies include better agent training, improved knowledge bases, empowering agents with resolution tools, and streamlining processes.

Q4: What factors can negatively impact FCR?
A: Common factors include inadequate agent training, complex issues requiring escalation, insufficient resources, and poor internal communication.

Q5: Should FCR be the only metric we track?
A: No, FCR should be considered alongside other metrics like Customer Satisfaction (CSAT), Average Handle Time (AHT), and Net Promoter Score (NPS) for a complete picture.