Glossary

FCR – first contact resolution

First contact resolution (FCR) is the share of issues resolved in a single contact, so the customer doesn't have to reach out again. Every unresolved issue comes back as a repeat call: the customer is frustrated, and agents carry extra load.

Why it mattersEvery repeat contact adds load on the line and frustrates the customer.

Also called: First contact resolution, First call resolution, One-touch resolution

FormulaFCR = inquiries resolved on first contact / all inquiries × 100%An inquiry counts as resolved on first contact if the customer doesn't come back with the same issue within a set period, for example 7 days.

Example

Formula and example

In a month, the team handled 1,000 inquiries. For 720 of them, the customer didn't come back with the same issue within 7 days. FCR = 720 / 1,000 × 100% = 72%. The other 280 inquiries led to repeat calls – extra load you could have avoided.

The window for counting repeats is usually 3-7 days. Pick one and stick with it, or you won't be able to compare months.

Metrics

How to measure FCR

There are several methods, and each has its weak spots. Most teams combine them.

Repeat contacts: the same customer came back with the same topic within the set window
Agent disposition: the agent marks whether the issue was resolved
Surveys: the customer says whether their issue was resolved
Call recordings: speech analytics looks for phrases like "this is my second time calling"

System dataCovers every inquiry, but you need to reliably identify the customer and topic across every channel.

SurveysShow the customer's own view, but only some customers respond.

In practice

How to improve FCR

Many contact centers hold FCR at 70-80%, but the right target depends on how complex your inquiries are. Track FCR by queue and inquiry topic – that shows where repeats come from.

Route each inquiry straight to an agent with the right skills
Show agents the customer's full history across all channels
Keep the knowledge base up to date and easy to search
Let agents resolve routine issues themselves, without passing them to a supervisor
Review repeat contacts and fix their root causes

In CONTACT.WORK

How it works in CONTACT.WORK

The customer record pulls together the customer's calls and messages from every channel – the agent sees right away that the person has contacted you before and why, and AI writes short summaries of past conversations. During the conversation, the AI assistant finds the right answer in the knowledge base. A separate report shows how many people came back with the same issue, and you can add "Was your issue resolved?" to the post-call survey. Speech analytics checks calls against your scorecard, and "issue resolved" can be one of the criteria.