First Contact Resolution Rate measures the percentage of customer issues resolved during the very first interaction with a support agent, without requiring follow-ups, transfers, or escalations. It’s a key indicator of support effectiveness, efficiency, and customer satisfaction.
To calculate FCRR, divide the number of tickets resolved in the first contact by the total number of tickets handled, then multiply by 100 to express it as a percentage.
Decide what counts as resolved (e.g., no further follow-up required within 24–48 hours).
Review closed tickets and flag those solved in the first interaction.
Record the total number of tickets received in the same time period.
Use the ratio of resolved-in-first-contact tickets to total tickets.
Convert to percentage by multiplying by 100.
FCRR (%) = (Number of Issues Resolved on First Contact ÷ Total Number of Issues) × 100
When it comes to First Contact Resolution Rate, 70-80% is considered excellent.
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Any initial interaction; phone call, live chat, email, or self-service attempt, that results in full resolution.
Provide agent training, enhance knowledge bases, use better ticket routing, and implement automation for routine queries.
FCRR measures whether an issue was solved in the first attempt. Whereas, TTR measures how long it took to resolve the issue overall.