Contacts Resolved on the First Contact

Definition of contacts resolved on the first contact?

Contacts resolved on the first contact or First Contact Resolution (FCR) is a percentage indicator of a contact center’s success rate in addressing customer questions on the first attempt. It is a term that is often mistaken with First Call Resolution.

Contacts resolved on the first contact are handled through all contact center networks, while First Call Resolution is only for the voice channel. One-call Resolution is another name for this concept.

Importance of contacts resolved on the first contact

Contacts resolved on the first contact help are associated with consumer satisfaction. The higher your first-call settlement rate, the happier your customers appear to be and, as a result, drive customer loyalty. It also tests your agents’ productivity and plays an essential role in contact center profitability.

Contacts resolved on the first contact are useful to companies to determine not just the performance of consultants, but also the processes and technologies that support them.

Since a monthly period is long enough to have statistical meaning, the metric is most frequently measured monthly. It can be calculated on an annual, monthly, regular, or even hourly basis.

Calculate contacts resolved on the first contact

Contacts resolved on the first contact require regular audits to ensure that agents correctly report contacts resolved on the first contact on the tickets they treat. This is accomplished by evaluating a representative sample of tickets each month to decide whether or not tickets marked contacts resolved on the first contact by an agent are addressed on the first contact with the customer.