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Resolution Rate refers to the rate at which your company fulfills service requests. It's worth noting that customers may have different resolution expectations depending on the channel they use to contact you with a service request.

First contact resolution rate (FCR) is a critical customer service metric that measures the number of customer contacts that are resolved on the first interaction with the customer. If a customer's issue can be resolved on the first contact, it eliminates the need for either the agent or the customer to follow up.

Based on a post-call survey method, the Call Center Industry benchmark average for the First Call Resolution rate is 70%. The FCR rate means that 30% of customers have to call back the organization about the same inquiry or problem. The First Call Resolution industry standard for a good FCR rate is 70% to 79%.

First Call Resolution Formula To calculate this number, you divide the number of cases resolved first time by the number of cases handled by agents in total. You can multiply the number by 100 to get a percentage. For instance, if 150 calls out of 400 were handled first time, your FCR rate is 37.5%.

Train your Agents: After setting goals, agent training is the most important step in achieving improved FCR. Track Performance: Continuously! Measure on Multiple Channels: A high FCR on phone calls, but a low FCR on chats does not a good overall FCR make. Make sure you're measuring across all contact channels.

Improving contact center first call resolution leads to improved CSAT and higher customer retention rates. The fewer effort customers have to make to find solutions to their problems, the more likely they are to stay loyal to your business.

First Call Resolution Formula To calculate this number, you divide the number of cases resolved first time by the number of cases handled by agents in total. You can multiply the number by 100 to get a percentage. For instance, if 150 calls out of 400 were handled first time, your FCR rate is 37.5%.