First call resolution: What it means, why it matters, and how to improve it

First call resolution (FCR) can come in handy as one of many important metrics to keep track of in the pursuit of exceptional customer service.

This guide will cover everything you need to know about first call resolution, including what it is, how to measure and improve your FCR, and some other metrics to track alongside it, in order to gauge how your contact center or call center is performing.

How to measure first call resolution

Learning how to calculate FCR is mercifully simple. The basic first call resolution calculation is to divide the total number of calls resolved on the first attempt by the total number of first calls your call center takes in a given period:

Total Number of Calls Resolved on First Attempt
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Total Number of Calls

Using this first call resolution formula, you can measure FCR for different periods (such as monthly, quarterly, and annually) to identify patterns and make adjustments.

The formula’s the same when it comes to how to measure first contact resolution. You simply use the total number of customer interactions resolved on the first attempt and the total number of interactions, across all your channels.  

Some call centers also pair FCR with talk time, which measures the average length of time an agent spends on a customer call. They may want to see high FCR rates paired with low talk times to maximize the call center's efficiency and profitability, but again, this could easily be a trap.

If agents are afraid of spending too much time on the phone with customers because it makes their metrics look bad, then they may feel as if they have to get rid of callers as quickly as they can, regardless of whether they solved the issue as best they can.