Glossary
FCR (First Call Resolution) rate is one of the key call center metrics regarding customer experience. Some experts state it is one of ofur main components of customer experience at all. It points to the number of customer queries resolved within one conversation with a customer support rep.
FCR (First Call Resolution) is a critical call center metric that has generally accepted industry standard – if your FCR rate is below 80%, it is bad news. Even though for some complex industries it can be reduced to 75%, FCR rate should be as high as possible. It shows how effective your customer service strategy is, how qualified are your agents, and how well do they use their hard and soft skills. Low FCR rate will cause massive negative consequences, up to customer churn.
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