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First Call Resolution, also known as First Contact Resolution, refers to a call center resolving an issue for a customer on the first call. When customers call for help they expect a solution for their problem to be found during the length of the call. Factors that impact FCR include the complexity of the customer request, agent access to relevant information and knowledge of appropriate next-best actions.
First Call Resolution is a valuable metric for measuring individual agent performance as well as overall contact center efficiency. FCR directly correlates to customer experience – feeling listened to, respected, and understood in their dilemmas – as well as the tools call agents have at their disposal to find success. As a result, contact centers with high FCR rates see higher customer satisfaction (CSAT) scores and lower customer churn.