Definition
FCR is the percentage of contacts resolved on first attempt, requiring no callback, no transfer to another team and no repeat contact from the customer within a defined window, typically seven days.
Measurement approach matters. Repeat-contact analysis on customer identifiers is the most objective method; agent disposition codes are the least reliable, since agents are rarely motivated to record an unresolved contact.
FCR interacts with AHT. Squeezing handle time usually pushes FCR down, and every failed resolution returns as new volume, which increases workload and cost.
Why it matters
- Repeat contacts are pure avoidable demand. Improving FCR reduces volume, which reduces required headcount more reliably than any efficiency programme.
- FCR is one of the strongest single drivers of customer satisfaction, usually stronger than speed of answer.
- It is the natural counterweight to AHT targets, preventing efficiency gains that simply move cost to next week's queue.
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