First contact resolution (FCR)

Why it matters

Every unresolved issue comes back as more contacts, so resolution rate decides how much of the workload is repeat demand.

How it is calculated

Contacts per resolution (C)

FCR + (1 − FCR) × MM is the total contacts an issue takes when it is not resolved first time, the first one included.As published in the Cost per Contact Calculator method, version 1.1.

Repeat share

One-callback model: (1 − FCR) ÷ (2 − FCR). Geometric model: 1 − FCR. Measured: your repeat shareThe same FCR leaks differently depending on how an unresolved issue behaves, so the model is a choice you make and the page names it.As published in the FCR Leakage Diagnostic method, version 1.0.

Before you compare

• It can be measured by asking customers, by tracking repeat contacts in a window, or by agents marking a case closed. The three give different numbers.
• Repeat contacts can arrive on another channel. A phone-only count misses them.
• Compare like with like: published averages differ by industry and by how the survey was run.

Measure yours

• FCR Leakage Diagnostic (method)
• Cost per Contact vs Cost per Resolution Calculator (method)

Related

• Cost per contact
• Average handle time
• Glossary