Measures the percentage of customer inquiries or issues resolved during the first interaction.

What it Measures ?

How often we solve issues on first try.

Relevant StakeHolders 

Customer Support, Sales Ops

In-depth Use Case / Real-world Example

First Contact Resolution (FCR) is a key measure of how effectively customer issues are addressed on the first point of contact. For example, if a manufacturer’s customer service team resolves 80 out of 100 inquiries immediately, the FCR rate is 80%. This KPI is important for customer satisfaction and operational efficiency. In the manufacturing sector, where technical product issues may arise, having a high FCR rate is crucial for ensuring smooth customer experiences and fostering strong relationships. High FCR rates are often correlated with reduced churn and higher customer loyalty.