How to Calculate First Call Resolution Rate

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First Call Resolution (FCR) Rate Calculator

Measure the efficiency of your customer support team

Total number of calls/tickets that did not require a follow-up.
Total volume of unique customer inquiries handled during the period.

Your FCR Rate

0%

How to Calculate First Call Resolution (FCR)

First Call Resolution (FCR) is a critical Key Performance Indicator (KPI) for call centers and customer service departments. It measures the percentage of customer inquiries that are fully resolved during the very first interaction, eliminating the need for the customer to call back or for the agent to follow up.

The FCR Formula

FCR Rate = (Resolved Issues on First Contact / Total Number of Contacts) × 100

Example Calculation

If your support team handled 500 total cases this month and 350 of those were resolved during the initial call without requiring a transfer or a callback, your calculation would be:

  • 350 ÷ 500 = 0.70
  • 0.70 × 100 = 70% FCR Rate

Why FCR Matters

A high FCR rate typically indicates high customer satisfaction (CSAT) and operational efficiency. When issues are resolved immediately, customer effort decreases and trust in your brand increases. Furthermore, reducing callbacks lowers the overall volume of inquiries, which significantly reduces operational costs.

Best Practices for Improving FCR

  1. Empower Agents: Give your support staff the authority and tools to make decisions without needing manager approval.
  2. Comprehensive Training: Ensure agents have deep product knowledge to handle complex queries.
  3. Route Calls Correctly: Use Intelligent Voice Response (IVR) to send customers to the most qualified agent for their specific problem.
  4. Analyze Repeat Calls: Track why customers are calling back to identify root causes in product design or support processes.
function calculateFCR() { var resolved = parseFloat(document.getElementById('resolvedCalls').value); var total = parseFloat(document.getElementById('totalCalls').value); var resultDiv = document.getElementById('fcr-result-container'); var valueDiv = document.getElementById('fcr-value'); var interpretationDiv = document.getElementById('fcr-interpretation'); if (isNaN(resolved) || isNaN(total) || total total) { alert("Resolved calls cannot be higher than total calls."); return; } var fcrRate = (resolved / total) * 100; var fcrFormatted = fcrRate.toFixed(2); resultDiv.style.display = 'block'; valueDiv.innerHTML = fcrFormatted + "%"; var message = ""; var color = ""; if (fcrRate >= 80) { message = "Excellent! Your FCR is above the industry standard of 70-75%."; color = "#28a745"; } else if (fcrRate >= 70) { message = "Good. You are meeting industry benchmarks, but there's room to grow."; color = "#ffc107"; } else { message = "Below Average. Consider reviewing your training and escalation processes."; color = "#dc3545"; } interpretationDiv.innerHTML = message; interpretationDiv.style.color = color; resultDiv.scrollIntoView({ behavior: 'smooth', block: 'nearest' }); }

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