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Customer Service vocabulary · Service Metrics & Quality

First contact resolution

Meaning in customer service, with examples

nounCommon term

In customer service, first contact resolution means: Solving a customer's problem completely in their first call, chat or email, so they do not need to contact the company again; also the percentage of cases solved this way.

In Turkish: ilk temasta çözüm, ilk temasta çözüm oranı

How it is used

Often shortened to FCR and also called first call resolution. It is one of the main call centre metrics, because repeat contacts cost time and annoy customers. Teams try to raise first contact resolution with better training and knowledge bases.

Example sentences

  1. Our first contact resolution rate went up to 78 percent after the new training.

  2. For most customers, first contact resolution matters more than a fast answer that doesn't solve anything.

Common collocations

  • first contact resolution rate
  • improve first contact resolution
  • FCR target
  • first call resolution
  • resolutionThe solution to a problem or complaint, or the point at which it is fully solved.
  • average handle timeThe average length of one customer contact, including talking time, hold time and the work done after the call.
  • CSATCustomer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.
  • knowledge baseA collection of articles, guides and answers that agents or customers can search to find solutions to common problems.

More terms: Service Metrics & Quality

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