First Contact Resolution (FCR)

What is first contact resolution (FCR)

First Contact Resolution measures the percentage of customer issues that are resolved during the first interaction—without any follow-up, transfer, or additional correspondence.

Impact of first contact resolution in customer support

High first contact resolution indicates that customers are getting immediate, effective help. It’s strongly linked to satisfaction and operational efficiency. Low first contact resolution can suggest knowledge gaps, poor tools, or restrictive policies that prevent agents from solving issues on their own. It also drives up costs by increasing follow-up volumes and agent workload.

Formula + Example/Use Case

Formula:
(Tickets resolved on first contact ÷ Total tickets) × 100

Example:
Out of 200 tickets, 120 were resolved in the first interaction. FCR = (120 ÷ 200) × 100 = 60%.

What affects first contact resolution

• Agent autonomy and permissions: If agents need approval for every action, they can’t resolve tickets independently.
• Knowledge base and support tools: Inadequate resources make it harder to find or deliver the right solution quickly.
• Ticket routing accuracy: Misdirected tickets delay resolution and decrease FCR.
• Customer clarity: Vague or incomplete queries can prevent agents from delivering full solutions upfront.

How to improve first contact resolution

• Empower agents to make decisions: Let frontline staff resolve issues within defined limits without needing managerial approval.
• Strengthen your knowledge base: Provide quick access to updated, searchable solutions for agents.
• Assign tickets based on context and skill: Use data to match issues with agents who are most likely to resolve them on first contact.

Benefits

• Elevates customer satisfaction and trust: Quick resolutions demonstrate competence and respect for their time.
• Reduces ticket volume: Fewer follow-ups mean fewer tickets in the queue.
• Optimizes team productivity: Agents can handle more unique cases rather than going back and forth.