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How to Calculate First Contact Resolution Rate
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- Customer Support Glossary: Definition of First Contact Resolution.
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Everyday science. Why do clothes get darker when wet? A first contact resolution FCR means that it took the service rep only one response or interaction with a customer to resolve an issue.
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Determining FCR can be difficult depending on what communication channels your team uses and how diligent you are with your CRM. There are two variables for the calculation: number of service rep responses, and whether or not a case is resolved.
While the formula itself is simple, properly defining the variables can be tricky. Consider phone-based service teams, for example.
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For any email-based case, count the number of outgoing responses from a rep between the case creation and close dates. Some service teams also add a time limit for FCR eligibility. For example, a case must be closed upon first response and within two hours to be considered an FCR.
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This is easy to do within our Service Analytics product. Organizations with high FCR rates typically also enjoy high customer satisfaction. Data provided by ThinkHDI.
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