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First call resolution

First call resolution or first contact resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. FCR is one of the most-watched metrics and considered the most important call center industry metric. Ideally, the FCR definition means…

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First call resolution

Nodes11
Edges10
Triples0
Avg. degree1.82
Density0.181818
Components1

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fcr call customer center first measuring resolution contact metric centers performance internal methods industry measurement calls repeat satisfaction resolved external

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