First call resolution

What is first call resolution?

Definition of first call resolution:  

First Call Resolution (FCR) is a term used in call and contact centres to measure the number of customer support queries successfully resolved first time.  

It is commonly used as a metric alongside Average Handling Time (AHT) to determine the performance of contact centre staff, however FCR is often a favoured metric due to the statistical link between follow-up calls and customer dissatisfaction rates. 

Also First Contact Resolution (FCR)   

Abbreviations: FCR        

Related content:

Related resources: