First Contact Resolution

First Contact Resolution (FCR) is a measure of the effectiveness with which a company is resolving customer queries. It basically measures the rate at which customer queries are resolved at first contact.

 

FCR Call Statistics (A) = (Total number of queries) / (Total number of calls) x 100

 

This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and actual usage.

 

 

Back to our Key Performance Indicator Library


View the most insightful and relevant Key Performance Indicators in your business area.


Some Of Our Customers

Bernard's
Bulletin

Sign-up and be the first to receive news, articles, insights and event updates from Bernard Marr & Co straight to your inbox.

I have read and agree to
your terms and conditions.
  

 

I have read and agree to
your terms and conditions.
  

Connect with Bernard Marr

 

 

 

Connect with Bernard Marr