First Contact


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10 Alien First Contact Scenarios

However, in March the International Academy of Astronautics published a post-detections protocol. Sign up to receive our newsletter! Already have an account with us?

How to Calculate First Contact Resolution Rate

Sign in to manage your newsletter preferences. You can unsubscribe at any time. For more information about how to do this, and how Immediate Media Company Limited publisher of Science Focus holds your personal information, please see our privacy policy. Home News Alien contact: Brits pick scientists over politicians for first contact.

First contact

Alien contact: Brits pick scientists over politicians for first contact Survey also finds men are more likely than women to reach out to aliens, while 11 per cent want a global referendum on the issue. How would you respond to this alien message? Want to be updated when there is Science Focus news?

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  • Customer Support Glossary: Definition of First Contact Resolution.
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The Human Body. Sleep, drugs and mental health How altered states of consciousness could keep us happy.

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.

First Contact Services

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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  5. 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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