First call resolution (FCR) is a crucial metric in customer service that signifies when agents successfully resolve a customer’s needs the first time they call, eliminating the need fora follow up call. It serves as an essential indicator of CX and offers organizations valuable insights into areas where issues may arise and where processes can be enhanced. Improving FCR not only accelerates service delivery and enhances its quality but also leads to cost reductions, ultimately improving the company’s bottom line. It is calculated using the formula:
