[Term of the Day]: FCR

Term of the Day

“FCR”

Definition — What is FCR?

FCR is popularly known as "First Call Resolution" or "First Contact Resolution". The term is self-explanatory, in a Servicedesk sector handling a user call and resolving the issue in a single interaction, without the user having to follow up or contact ServiceDesk again for the same issue is referred to as FCR. It is one of the important key performance indicators (KPI) to measure agent performance, customer experience, and operational efficiency.

Popular statistic found on the internet says that for every 1% improvement you make in FCR, you get a 1% improvement in customer satisfaction, too. They also found that on average, customer satisfaction drops by 15% every time a customer has to call back about the same issue.

To determine your FCR rate, simply divide the total number of tickets resolved on the first interaction by the total number of cases received that day or week or month or a year. Formulas may differ between organizations since FCR definitions may vary.

FCR = Tickets resolved on first call / Total tickets X 100

Click here to know more about FCR and its adaptation in ServiceDesk Plus.