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How to calculate first call resolution
FCR = issues resolved on the first contact ÷ all issues × 100
Count issues, not calls: a customer who calls three times about one problem is one issue that was not resolved on the first contact. Common ways to tell whether it was: the agent’s resolution code, a survey question after the call, or no repeat contact from the same customer about the same reason within a set window, such as 7 days.
Example: 3,500 of 5,000 issues solved on the first contact is an FCR of 70%. With 1.5 extra contacts per unresolved issue, the other 1,500 issues bring 2,250 repeat contacts.
What a good FCR rate looks like
SQM Group, a North American contact center benchmarking firm, reports an average FCR of 71% and treats 80% or more as world class (SQM Group). Compare your rate with your own trend first: the way you measure FCR changes the number more than anything else.
How to raise first call resolution
- Give agents the authority and the data to finish common requests in one call.
- Route calls by reason, so the first person who answers can solve the issue.
- Review repeat contacts by reason every week and fix the top causes.
- Let an AI voice agent finish simple, rule-based requests from start to end, such as balance, order status or a new payment date.
Frequently asked questions
What does first call resolution mean in a call center?
First call resolution means the customer’s issue is solved during the first contact, with no callback, transfer to another team or follow-up call needed. It is usually expressed as a percentage of all issues in a period.
How do you calculate an FCR score?
Divide the number of issues resolved on the first contact by the total number of issues in the same period and multiply by 100. For example, 3,500 resolved out of 5,000 issues is 70%.
What is a good FCR rate?
SQM Group reports an average of 71% across the contact centers it benchmarks and calls 80% or more world class. Your own target depends on how complex your calls are and how you measure resolution.
What is the difference between FCR and CSAT?
FCR measures whether the issue was solved on the first contact. CSAT measures how satisfied the customer was with the interaction. They are linked: unresolved issues and repeat calls can lower satisfaction.
Is first call resolution the same as first contact resolution?
They measure the same idea. First contact resolution also counts chat, email and messaging, while first call resolution counts phone calls only.