Metrics
What is First call resolution (FCR)?
First call resolution is the percentage of customer issues fully resolved during the first call, with no follow-up needed.
It correlates strongly with customer satisfaction and inversely with cost, since repeat calls about the same issue multiply handling time. It is measured either by the customer confirming resolution or by the absence of a repeat contact within a defined window.
It is a better quality measure than average handle time, which rewards rushing callers off the phone. Every Outpero call is transcribed and classified by outcome automatically, so first-call resolution is a real number rather than a guess.
What is First call resolution (FCR)?
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First call resolution is the percentage of customer issues fully resolved during the first call, with no follow-up needed. It correlates strongly with customer satisfaction and inversely with cost, since repeat calls about the same issue multiply handling time. It is measured either by the customer confirming resolution or by the absence of a repeat contact within a defined window.
Why does First call resolution (FCR) matter?
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It is a better quality measure than average handle time, which rewards rushing callers off the phone. Every Outpero call is transcribed and classified by outcome automatically, so first-call resolution is a real number rather than a guess.
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