{"id":17656,"date":"2023-03-13T13:12:12","date_gmt":"2023-03-13T07:42:12","guid":{"rendered":"https:\/\/justcall.io\/blog\/?p=17656"},"modified":"2023-06-28T15:14:23","modified_gmt":"2023-06-28T09:44:23","slug":"what-is-first-call-resolution-and-how-do-you-measure-it","status":"publish","type":"post","link":"https:\/\/web.justcall.dev\/blogv2\/what-is-first-call-resolution-and-how-do-you-measure-it.html","title":{"rendered":"First Call Resolution: What It Is and How Do You Measure It?"},"content":{"rendered":"<p>If you perform a simple online search for the ideal first call resolution rate, you will find that it lies between 65% and 70%. If this is not the case for your organization, it is time that you started measuring this particular metric for your call centers, as it is a direct reflection of how efficiently your representatives are <a href=\"https:\/\/justcall.io\/blog\/how-to-be-a-pro-at-customer-support.html\"><strong>solving customer queries<\/strong><\/a>.<\/p>\n<p>Let\u2019s now understand first call resolution calculations in a little more detail.<\/p>\n<h2>What is First Call Resolution?<\/h2>\n<p>First call resolution is the metric that tells you how many incoming queries (calls) your <a href=\"https:\/\/justcall.io\/blog\/what-is-a-call-center-agent-and-call-service-representative.html\"><strong>customer services agents<\/strong><\/a> were able to resolve in the first interaction itself. This only includes the calls that did not need to be escalated or followed up.<\/p>\n<p>The higher the number of first call resolutions, the more efficient and helpful your <a href=\"https:\/\/justcall.io\/blog\/customer-service-ultimate-guide.html\"><strong>customer support<\/strong><\/a> department is. This is why it is essential to track the rate of first call resolutions at your call centers. It gives you an idea of how satisfied your customers are with the service your brand provides.<\/p>\n<p>Companies aim for a first call resolution calculation rate of over 70%.<\/p>\n<h2>Why is First Call Resolution Important?<\/h2>\n<p>Not only does the first call resolution rate tell you about the operating efficiency of your <a href=\"https:\/\/justcall.io\/blog\/contact-center-ultimate-guide.html\"><strong>contact center<\/strong><\/a>, but it is also a measure of how easy it is for the customers to seek a solution for their queries. FCR is also important because of the following reasons:<\/p>\n<ul>\n<li>Reduction in operating costs<\/li>\n<li><a href=\"https:\/\/justcall.io\/blog\/what-is-customer-churn-and-how-to-reduce-it.html\"><strong>Reduction in customer churn<\/strong><\/a><\/li>\n<li>Improvement in employee satisfaction<\/li>\n<li><a href=\"https:\/\/justcall.io\/blog\/customer-satisfaction-text-survey.html\"><strong>Enhancement in customer satisfaction<\/strong><\/a><\/li>\n<li>Creation of more opportunities for sales<\/li>\n<li>Improvement in <a href=\"https:\/\/justcall.io\/blog\/how-to-calculate-net-promoter-score-guide.html\"><strong>net promoter score<\/strong><\/a><\/li>\n<\/ul>\n<p>FCR calculation in <a href=\"https:\/\/justcall.io\/blog\/outbound-call-center-guide.html\"><strong>call centers<\/strong><\/a> today is typically done by advanced call center software. It is an automatic process that delivers the calculations for all other <a href=\"https:\/\/justcall.io\/blog\/call-center-metrics.html\"><strong>call center metrics<\/strong><\/a> as well on a dashboard.<\/p>\n<h2>First Call Resolution Formula<\/h2>\n<p>The first contact resolution formula is fairly straightforward:<\/p>\n<p>FCR = (Total number of cases resolved \/ Total number of cases handled)<\/p>\n<p>Instead of this ratio, if you wish to get a percentage figure instead, just multiply the resulting value by 100.<\/p>\n<p>Let\u2019s understand the FCR formula in BPO with an example.<\/p>\n<p>Say that a BPO handles 2,000 calls in a day, out of which 1,362 calls are resolved in the first interaction. The first contact resolution calculation can thus be performed as follows:<\/p>\n<p>FCR = (1,362 \/ 2,000) x 100<\/p>\n<p>FCR = 68.1%<\/p>\n<p>As you can see, this BPO needs to improve its operations by at least 38 more first-contact resolutions to have the industry standard FCR rate.<\/p>\n<h2>How to Measure First Call Resolution?<\/h2>\n<p>Measuring first contact resolution depends on the number of channels your business uses to interact with customers. While some businesses only use telephony, others may also resolve queries over <a href=\"https:\/\/justcall.io\/solution\/sms-automation-tool\/\"><strong>instant messaging<\/strong><\/a>, <a href=\"https:\/\/justcall.io\/blog\/how-to-use-email-automation-to-boost-sales.html\" target=\"_blank\" rel=\"noopener\"><strong>email<\/strong><\/a>, social media, etc.<\/p>\n<p>The software that your enterprise installs for measuring call center metrics then needs to be configured to account for all the communication channels that your business uses for query resolution.<\/p>\n<p>In the third step, you need to apply some rules and criteria for the calls you define as \u201cresolved\u201d in the first interaction, for example:<\/p>\n<ul>\n<li>The number of channels your business works with<\/li>\n<li>Criteria to define first call resolutions<\/li>\n<li>Standard call-back requirement exceptions for FCR<\/li>\n<li>Criteria for repeat calls<\/li>\n<li>Abandoned calls and their play in FCR<\/li>\n<\/ul>\n<p>After defining all of these criteria (or more, depending on your business), your software can be configured easily.<\/p>\n<h2>Summing it Up<\/h2>\n<p>Accurate FCR calculation in call centers helps your business to understand the gaps between service delivery and customer satisfaction. Tracking the FCR rate is a way to inform your strategies to improve customer satisfaction and boost sales.<\/p>\n<p>Using robust call center software like JustCall, you can track your FCR rates in real time, helping boost operational efficiencies significantly. Visit the website to know about the other metrics that JustCall can help you track.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you perform a simple online search for the ideal first call resolution rate, you will find that it lies between 65% and 70%. If this is not the case for your organization, it is time that you started measuring this particular metric for your call centers, as it is a direct reflection of how [&hellip;]<\/p>\n","protected":false},"author":40,"featured_media":17792,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[{"id":51,"name":"Customer Success","slug":"customer-success"}],"tags":[],"class_list":["post-17656","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success"],"acf":{"featured_post":false,"small_title":"","videos":[21294],"display_table_of_content":false,"table_of_content_items":null,"side_banner":null,"side_banner_link":"","highlight_section":null,"footer_cta_header":"","footer_cta_blue":null,"footer_cta_white":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Basics of First Call Resolution Calculation- JustCall Blog<\/title>\n<meta name=\"description\" content=\"The efficiency of contact centers is determined by how quickly and accurately they can solve consumer queries. The first\u00a0call resolution formula is a way to numerically calculate it. Read more to find out how.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Basics of First Call Resolution Calculation- JustCall Blog\" \/>\n<meta property=\"og:description\" content=\"The efficiency of contact centers is determined by how quickly and accurately they can solve consumer queries. The first\u00a0call resolution formula is a way to numerically calculate it. Read more to find out how.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/web.justcall.dev\/blogv2\/what-is-first-call-resolution-and-how-do-you-measure-it.html\" \/>\n<meta property=\"og:site_name\" content=\"Blogv2\" \/>\n<meta property=\"article:published_time\" content=\"2023-03-13T07:42:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-28T09:44:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2023\/03\/First-Call-Resolution.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Sandeep Gaur\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sandeep Gaur\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"The Basics of First Call Resolution Calculation- JustCall Blog","description":"The efficiency of contact centers is determined by how quickly and accurately they can solve consumer queries. 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