First call resolution or FCR refers to resolving a customer’s issue right on the very first call, with no follow-up calls.
To calculate the FCR rate, you divide the total number of customer cases resolved on the first call by the total number of first calls received for the same time period. The period can be a day, week, month, etc.
You can write this as:
FCR = (Total Inquiries Resolved During the First Call / Total Number of First Calls) * 100
For example, let’s say an agent received 52 first calls in a day, out of which 30 required follow-up calls.
Then, total inquiries resolved during the first call = 52-30 = 22
FCR = (22/52)*100 = 42.3%
Calculating a call center or contact center’s FCR not only helps you measure its efficiency but also its effectiveness. It also measures an agent’s ability to resolve issues — acting as a crucial factor in the call center's profitability.
A higher FCR rate means low follow-up calls, which translates to more satisfied customers and reduced operational costs.
Moreover, you can spot agents with low FCR rates and train them to improve their FCR scores.
Here’s how you can improve the FCR rate for your call center:
You should also keep track of the type of concerns raised by the customers. If a significant number of people call with the same issue, you can create a dedicated knowledge base or FAQs.
Customers can refer to the knowledge base to resolve common issues independently, eliminating the need to place a call in the first place.