First Contact Resolution Rate

FCR Rate

It's the percentage of a contact centre’s success rate in answering customer queries at the first time of asking. It is a [[metric]] that is often confused with First Call Resolution, which goes by the same acronym. While both measure the same thing, First Contact Resolution does so across every contact centre [[channel]], while First Call Resolution is for the voice channel only. Some companies follow this metric by asking customers if their problems are solved in their first communication.

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