What is First Contact Resolution (FCR)?

First contact resolution (FCR) is the percentage of customer issues fully resolved on the first interaction — no callbacks, transfers or repeat contacts. It is one of the strongest predictors of customer satisfaction and a key efficiency metric.

High FCR means lower cost (fewer repeat contacts) and happier customers (less effort). Low FCR signals process gaps, knowledge gaps or routing problems.

QA programmes often build FCR drivers into the scorecard — accurate diagnosis, complete answers, proactive issue resolution — so coaching directly targets the behaviours that lift FCR.