What is First Contact Resolution (FCR)?
Resolving a customer issue during their initial contact without requiring callbacks, transfers, or follow-up interactions.
First Contact Resolution (FCR) measures the percentage of customer issues resolved during the initial interaction, without requiring the customer to contact support again. It is one of the most important metrics for customer satisfaction and operational efficiency.
Why FCR Matters
Research consistently shows FCR impacts key business outcomes:
- Customer satisfaction: Each additional contact reduces CSAT by 15%
- Cost: Repeat contacts cost 2-3x more than first-contact resolution
- Loyalty: Customers with FCR are 2x more likely to repurchase
- Agent morale: Resolving issues boosts team satisfaction
How to Calculate FCR
FCR Rate = (Issues Resolved First Contact / Total Issues) x 100
A contact counts as FCR when:
- Issue is fully resolved in one interaction
- No follow-up required from customer or agent
- Customer confirms resolution (via survey or implicit signals)
FCR Benchmarks by Channel
- Phone: 70-75% average, 85%+ best-in-class
- Email: 60-65% average, 80%+ best-in-class
- Chat: 65-70% average, 85%+ best-in-class
- AI Agents: 80-93% with modern platforms
Improving FCR with AI
AI agents improve FCR by:
- Instant knowledge access: No searching for answers
- Full context: Customer history available immediately
- Action capability: Can resolve issues, not just explain them
- Consistent quality: Same excellent service every time
Maven AGI Difference: Our AI agents achieve first contact resolution rates of 80-93%. Mastermind resolves 93% of live chat inquiries on first contact. K1x jumped from 8% to 80% FCR after switching to Maven.
Book a demo to improve your FCR rates.
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