First Contact Resolution (FCR)

First Contact Resolution is a common metric used throughout the technology services and broader customer services industries. While widely used, the underlying inputs and assumptions that makeup FCR vary widely.

A consistent definition of FCR is essential to performance benchmarking against companies and industry segments. More importantly, a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.

This playbook defines First Call Resolution (FCR) and outlines best practices for optimizing FCR. This guide covers the following topics:

• The Elements of FCR
• Why FCR Matters
• How to Measure FCR
• Top 10 FCR Practices
• FCR Inhibitors
• Analyzing FCR Performance
• FCR Optimization – Costs & Benefits