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First Contact Resolution (FCR) measures the percentage of customer issues that are resolved on the first contact with customer support. A high FCR indicates that the customer support team is efficient and effective, while a low FCR indicates that customers may have to contact the company multiple times to resolve their issues.
To understand how to improve FCR score, a comparison against industry peers is the right place to start.
👉 Compare your FCR score against industry competitors with our benchmarking calculator.
👉Find out what steps you can take to improve your score.