Percentage of customer interactions resolved on the first contact without callback. The single most-watched KPI in contact center operations.
FCR (First Call Resolution)
Percentage of customer interactions resolved on the first contact without callback. The single most-watched KPI in contact center operations.
FCR stands for First Call Resolution — the percentage of customer interactions that are fully resolved on the first contact without a callback. FCR is widely considered the single most-watched KPI in contact center operations. Industry benchmarks: 60-70% in retail/eCommerce, 70-80% in financial services, 80%+ in high-touch enterprise support.