Measuring FCR Top 5 Key Metrics and Performance Indicators

Description: First Call Resolution (FCR) is one of the key metrics for any call center. A good FCR indicates higher customer satisfaction
and operation efficiency. This metric is used to measure the company’s ability to resolve customer issues on the first call
or contact itself, eliminating the need to take follow-ups. If you are wondering, what is a good FCR rate, then as per a
report based on post-call surveying, a good FCR rate standard is 70% to 79%. Call centers that have an FCR rate of 69% or lower are categorized as performing low and should focus on enhancing their FCR performance.

Keywords: contact center software