# What is First Contact Resolution (FCR)?

What is First Contact Resolution (FCR)? The percentage of inquiries resolved on the first contact without needing to follow up with the customer.

## How it works in practice

FCR is customer service's 'efficiency metric.' Every inquiry not closed on the first try means another conversation, more cost, more frustration. High FCR means happy customers and lower costs — a rare win-win in business.

## Related metrics

- CSAT — high FCR → high CSAT (0.7 correlation)
- CES — FCR directly affects customer effort
- Helpdesk — FCR is measured via the helpdesk
- Agent Training — low FCR = lacking knowledge/tools for reps

## Common misconception

'High FCR means closing tickets fast.' High FCR means real resolution on the first try. A rep who closes a ticket in 3 minutes without solving it → the customer returns → FCR falls. Measure real FCR: check whether the customer opened a new ticket on the same topic within 24 hours.

## How to fix it

Low FCR? (1) Analyze repeat inquiries — what's the topic? Maybe the knowledge base is missing info, (2) train reps on common issues — FCR rises with knowledge, (3) instill a 'first-call resolution mindset' — 'what else can help them?' before closing, (4) add proactive information — if you solved issue X, also send related info about Y.

## Real-world example

Sports accessories store: FCR 54%. Analysis: 38% of repeat inquiries were 'my order hasn't arrived' + 'when will it arrive?' Added an automatic tracking link in the order-confirmation email. FCR rose to 78%. Overall volume fell 22%.

## Where to start

Measure FCR in your helpdesk. Gorgias: a built-in FCR report. Zendesk: a custom report. Target: above 70%. Below 60%: training + knowledge base + automation. High FCR is one of the highest-ROI investments in customer service.

---

Category: Customer Experience · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/first-contact-resolution-fcr