First contact resolution

What is first contact resolution?

Definition of first contact resolution:  

First Contact 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 Call Resolution (FCR)  

Abbreviations: FCR        

Related content:

Related resources: