Explain : First Contact Resolution
First Contact Resolution (FCR) is a percentage measure of a contact center's success rate in answering customer queries at the first time of asking.
First contact resolution (FCR) helps gauge customer satisfaction, the higher your FCR rate, the more satisfied your customers tend to be.
It is a key factor that drives customer loyalty and also measures your agents’ efficiency to resolve an issue on the first interaction.
The FCR performance indicator gives you insights on how good your agents are at understanding and addressing a problem without needing multiple interactions.
