First Call Resolution (FCR): The ability of an IT team to meet a customer’s needs fully the first time they contact them. By measuring the rate of first-call resolutions, IT teams can better understand how quickly they’re helping customers. (Definition)
Example of First Call Resolution (FCR):
Imagine a customer contacts a tech support center because they’re unable to access their email account. The support representative quickly identifies that the issue is due to a password problem. By guiding the customer through a password reset over the phone, the issue is resolved within minutes without needing further follow-up or escalation. This scenario is an example of First Call Resolution, as the customer’s issue is resolved completely during their initial call, ensuring customer satisfaction and efficiency in handling support cases.