First call resolution (FCR)
The share of issues resolved on the first call, without a follow-up.
First call resolution, or FCR, measures the share of customer issues resolved during the first call, with no need for a callback or follow-up. It is a key contact-center metric because high FCR usually means lower cost and higher satisfaction at the same time.
Call analysis improves FCR by surfacing why repeat calls happen: categorizing reasons, flagging unresolved issues, and connecting repeat callers across interactions through speaker recognition.
