What Is First Call Resolution (FCR)
Do you know why customers are not getting their problems solved on the first try?
The reality is that each unresolved call is a hidden cost.
One that drains your budget and pushes customers away.
Improving your FCR uncovers the "why" behind repeat calls. In doing this, you can fix the core problem for good, and FCR is where to start.
What Is First Call Resolution (FCR)?
First Call Resolution (FCR), which you might also see called First Contact Resolution, is a key performance indicator (KPI) used by call centers. It measures the percentage of customer issues that are completely dealt with on the first try.
Essentially, FCR is a number that indicates how often you answer or solve the customer’s issue in one attempt.
Why Is FCR So Important?
Paying attention to FCR goes beyond just a single measurement. On the whole, it’s about making real improvements to your customer support.
Why does this matter? Well, a high FCR rate leads to better performance, lower costs, and a healthier work environment.
- Build up Customer Satisfaction (CSAT): First off, solving problems quickly is one of the best ways to bring about happy, loyal customers. In fact, studies show a direct link between FCR and higher CSAT scores.
- Cuts down on Operational Costs: What's more, when an issue is taken care of on the first call, it gets rid of the need for repeat calls, escalations, and follow-ups. Consequently, this saves agent time and brings down operational spending.
- Improves Agent Morale and Retention: Moreover, giving agents the ability to sort out issues well lessens their stress and frustration. Isn't it rewarding to help customers succeed? This naturally leads to higher job satisfaction.
- Hold on to Customers: Finally, customers who get their issues figured out on the first try are far less likely to switch over to a competitor. A high FCR is a strong defense against losing customers.
FCR Formula - How Is FCR Measured?
FCR Rate = (Total Number of Issues Resolved on First Contact / Total Number of First Contacts) × 100
But here’s the tricky part: how do you actually find out if an issue was truly resolved? The real challenge comes down to collecting the right data.
For instance, common methods include sending out post-call surveys ("Did we resolve your issue today?") or keeping track of repeat calls on the same issue within a set time (e.g., 7-14 days).
As a result of the subjectivity and manual work involved, this measurement can be hard to trust.
What is a Good First Call Resolution Rate?
While FCR rates can be different depending on the industry, the product's complexity, and why the customer is calling, there are common benchmarks that businesses aim for.
- An industry-average FCR rate typically falls between 70% and 79%.
- A rate of 80% or higher is often seen as top-level performance.
- What if your rate is below 70%? This usually points to underlying issues with procedures, training, or the authority given to agents that need to be looked into.
First Call Resolution Best Practices
Pushing up your FCR rate calls for a planned approach. It's about bringing together a few key things: setting your agents up with the right tools, cleaning up your procedures, and digging into why customers have to call back in the first place.
- Set Agents Up with Knowledge: First, make certain your team can pull up a complete knowledge base, customer history, and product details in an instant. This lets them take on questions with confidence.
- Improve Internal Procedures: Next, get rid of needless steps and roadblocks in your workflows. Give agents the authority to sort out common problems without having to pass the call on.
- Dig into the Reasons for Repeat Calls: This is the most important step of all. Why? Because you must understand why calls aren't being dealt with. Manually going over a few calls just won't cut it for spotting widespread problems.
First Call Resolution Tips That Scale With AI
Think about it: how could you possibly find the root causes of poor FCR by listening to calls one by one? It’s not just inefficient; it’s nearly impossible to pull off on a large scale.
This is where AI assistants completely change the game. They look into 100% of customer conversations to hand over deep and useful information.
- Automated Cause Finding: AI automatically picks up on patterns in calls that were not solved. It can point out repeating issues, gaps in an agent's knowledge, or faulty procedures that cause customers to call back. This helps you fix the main problem.
- Specific Agent Coaching: Instead of general feedback, AI gives information about specific agent actions that affect FCR. For example, it can flag calls where an agent had trouble with a certain topic, creating a coaching opportunity based on actual data.
- Work With Real-Time Information without Manual Checks: In addition, AI can supply details on agent performance and customer feelings. This happens without needing constant human review and helps you keep track of the factors behind FCR all the time.
Using Thunai For a Higher FCR
That's where a platform like Thunai comes in. With it, you can know why your FCR score is low or high and what to improve.
Thunai automates call quality checks by writing out and scoring every single conversation based on your important standards.
By automating these quality checks, Thunai helps teams carry out more effective conversations. This directly improves FCR without piling more work onto managers.
What’s more, Thunai also automates the process of raising support tickets and filling up your CRM, saving you loads of time.
Want to automate customer support and customer resolutions? Try Thunai for free.
Frequently Asked Questions
What is considered a good FCR rate?
Generally, a good FCR rate is between 70% and 79%. High-performing companies,however, often get this number up to 80% or more.
Does FCR only apply to phone calls?
No. Although it started out with phone calls, the principle applies to all support channels, including email, chat, and social media. In those cases, people often call it First Contact Resolution.
How can I be sure an issue was truly resolved?
That’s a common challenge, isn't it? While you can send out post-call surveys, they often have low response rates. However, an AI tool like Thunai can build up your confidence. It does this by looking over the call for certain keywords, customer feelings, and closing statements to figure out the likelihood of a successful resolution.
Does FCR only apply to phone calls?
No. Although it started out with phone calls, the principle applies to all support channels, including email, chat, and social media. In those cases, people often call it First Contact Resolution.
How can I be sure an issue was truly resolved?
That’s a common challenge, isn't it? While you can send out post-call surveys, they often have low response rates. However, an AI tool like Thunai can build up your confidence. It does this by looking over the call for certain keywords, customer feelings, and closing statements to figure out the likelihood of a successful resolution.
How can I be sure an issue was truly resolved?
That’s a common challenge, isn't it? While you can send out post-call surveys, they often have low response rates. However, an AI tool like Thunai can build up your confidence. It does this by looking over the call for certain keywords, customer feelings, and closing statements to figure out the likelihood of a successful resolution.
Does FCR only apply to phone calls?
No. Although it started out with phone calls, the principle applies to all support channels, including email, chat, and social media. In those cases, people often call it First Contact Resolution.
How can I be sure an issue was truly resolved?
That’s a common challenge, isn't it? While you can send out post-call surveys, they often have low response rates. However, an AI tool like Thunai can build up your confidence. It does this by looking over the call for certain keywords, customer feelings, and closing statements to figure out the likelihood of a successful resolution.
