First Contact Resolution (FCR)

Definition

First Contact Resolution (FCR) is a key performance indicator (KPI) that tracks the percentage of customer issues that are resolved during the first interaction with customer support. This could be via phone, email, live chat, or any other customer service channel. The goal is to resolve customer queries or problems without needing any follow-up interactions.

Importance

FCR is crucial because it directly impacts customer satisfaction and loyalty. High FCR rates indicate efficient and effective customer support, leading to improved customer experience. It also reduces operational costs as fewer resources are needed for follow-up interactions.

Calculation

FCR is calculated by dividing the number of cases resolved on the first contact by the total number of cases, then multiplying the result by 100 to get a percentage. FCR = (Number of cases resolved on first contact / Total number of cases) * 100

Example

For instance, if a B2B SaaS company’s support team handled 100 cases in a month, and 75 of those were resolved in the first interaction, the FCR would be 75%. This means that 75% of customer issues were resolved without needing any further follow-up, indicating a high level of efficiency in the support team.

Best Practices

To improve FCR, companies can invest in training their support team, ensuring they have the knowledge and tools to resolve issues effectively. It’s also important to have a robust knowledge base for customers to self-serve common issues. Regularly reviewing and analyzing support interactions can also help identify areas for improvement.