First Call Resolution: A Customer Service KPI

First Call Resolution (FCR) is a pivotal Key Performance Indicator (KPI) within the category of Customer Service KPIs. It measures the percentage of customer calls that are resolved during the first interaction without requiring any follow-up. A high FCR rate generally signifies efficient customer service, leading to improved customer satisfaction.

Overview

In the context of customer service, FCR is a significant indicator of the effectiveness of your customer service team. A higher FCR rate suggests that your team can promptly and accurately resolve customer inquiries or issues in the first interaction, which positively impacts customer satisfaction and loyalty.

Measuring and optimizing FCR can enhance customer service quality, reduce costs, and improve customer satisfaction and retention. It helps identify areas for agent training and process improvement, leading to better customer experience.

Calculating First Call Resolution

The First Call Resolution rate is calculated by dividing the number of calls resolved on the first interaction by the total number of calls, then multiplying by 100 to get a percentage. The formula for FCR is:

First Call Resolution = (Number of Calls Resolved on First Interaction / Total Number of Calls) * 100

Explanation of the variables:

• Number of Calls Resolved on First Interaction: This is the total number of calls where the customer's issue was resolved during the first communication.
• Total Number of Calls: This is the total count of all calls received within a given timeframe.

A high FCR is a primary goal for any customer service team as it directly contributes to customer satisfaction and loyalty. By tracking and improving the FCR, businesses can provide a better customer experience and positively impact their bottom line.