What's FCR?
The abbreviation FCR (First Contact Resolution, formerly also First Call Resolution) describes the ability of a company to fully resolve customer concerns or problems at the first point of contact. This is usually done via customer service, such as call centers or contact centers.
A high FCR value is an indicator of the efficiency and quality of customer service. As a rule, high customer service quality leads to high customer satisfaction and customer loyalty. FCR is therefore an important indicator for all companies that offer customer service.
It therefore makes sense to aim for a high First Contact Resolution Rate. A high FCR value leads to:
Reduction of costs: by reducing repeated inquiries, companies can lower their operating costs.
Increase customer satisfaction: Customers appreciate it when their problems are solved quickly and efficiently, which leads to greater loyalty.
Improving corporate image: Outstanding customer service can have a positive impact on a company's image and serve as a competitive advantage.
The introduction and promotion of an effective first contact resolution strategy is therefore crucial for the long-term success of a company in the area of customer service.
Calculation of the First Contact Resolution (FCR)
The FCR rate is calculated by dividing the number of requests resolved on first contact by the total number of requests. The formula is:
What is a good FCR rate?
A good FCR rate is usually between 70 % and 90 %. This means that for every 100 customer inquiries, between 70 and 90 can be resolved on the first contact and no further contact with customer service is necessary.
Industry-leading companies often aim for values of 85% or higher to ensure high efficiency and customer satisfaction.