First Call Resolution (FCR)

What Is First Call Resolution?

First Call Resolution (FCR) is the art of solving a customer’s problem in just one interaction. In the world of AI and conversational agents like chatbots, FCR gauges how well these technologies resolve issues without needing human help or multiple conversations.

Here’s how you calculate FCR percent: (total cases resolved on first try ÷ total number of cases) x 100.

To see this in action, let’s use the example of a healthcare call center that fields calls related to scheduling appointments, billing questions, medical advice, and prescription refills. Let’s say that the call center receives 1,500 calls in a single day. Of those calls, 1,050 are resolved on the first try without needing any follow-ups or transfers. Using the formula, the healthcare call center’s FRC rate for that day is 70%.

Why Is First Call Resolution Important?

First Call Resolution (FCR) has long been a cornerstone in customer service, emphasizing the importance of resolving customer issues efficiently. It’s usually analyzed alongside metrics like talk time (how long, on average, an agent spends on each call). High FCR rates lead to satisfied customers, reduced operational costs, and increased loyalty. 

Now, as AI and conversational agents like chatbots become more prevalent, the concept of FCR is taking on new significance. In the AI domain, a high FCR rate means that the technology successfully addresses customer concerns without human intervention or additional interactions. This melding of efficiency and user satisfaction makes FCR a pivotal metric for evaluating the effectiveness of AI in customer service, impacting both the technology’s development and its user experience.

Use Cases

  • Customer Support: Companies use FCR metrics to evaluate the effectiveness of their customer service teams or AI chatbots, aiming to resolve queries like billing issues or technical glitches in a single interaction.
  • Quality Assessment: FCR is often included in the KPIs used to gauge the performance of both human agents and AI systems, helping companies identify areas for improvement.
  • Competitive Advantage: Businesses that excel in FCR can use it as a selling point, attracting customers who prefer efficient and effective service.
  • Resource Allocation: High FCR rates enable companies to free up customer service resources, allowing them to focus on more complex issues that may require human expertise.
  • User Experience Optimization: In AI development, FCR data helps programmers fine-tune conversational agents, making them more responsive and accurate in solving customer problems at the first point of contact.

Key Features

  • Single Interaction: The hallmark of FCR is resolving the issue within one customer touchpoint, whether it’s a call, chat, or email.
  • Issue Complexity: FCR can be nuanced, as it might differ based on the issue’s complexity, making it a versatile metric.
  • Real-Time Analysis: In AI applications, FCR can be monitored in real-time, offering immediate insights into the effectiveness of conversational agents and allowing for quick adjustments.

Recent Developments

FCR was once a metric that measured how efficiently humans could tackle a customer problem, resolving it in one interaction. However, AI has changed the game–FCR can now be used to test the effectiveness of conversational platforms and make necessary improvements. 

Helpful Resources

Unlock your digital potential with the #1
adaptive communications platform.