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First Call Resolution (FCR)

January 29, 2020

First call resolution is the practice of working on completing a support request or answering a customer question during the first call related to a particular issue. Because first call resolution is an essential factor for customer satisfaction, it is one of the vital Customer Service performance metrics to track.

First call resolution is an index of a customer service team’s efficiency. It describes how good the agents are at understanding, diagnosing, and resolving an issue without transferring or calling the customer back. Quality training and support tools like a knowledgeable can help agents address calls with greater confidence and speed.

Teams that emphasize first call resolution will often have a higher average handle time (AHT), which is another metric most customer service teams use to track their performance. Ultimately, first call resolution accurately tracks customer satisfaction.

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