First call resolution (FCR)
What the metric means, the formula in plain words, and what moves it.
The short answer
What is first call resolution?
First call resolution (FCR) is the share of customer calls that are fully resolved during the first contact, with no callback, transfer to another team or repeat call needed. It is expressed as a percentage: calls resolved on first contact divided by all calls handled. Call centers track it because every call resolved the first time saves the customer and the business a second one. How you define resolved, and how long you watch for repeat calls, changes the number.
How to calculate it
Divide the number of calls resolved on the first contact by the total number of calls handled, then multiply by 100. First decide what counts as resolved: most teams count a call as resolved if the same customer doesn't call back about the same issue within a set window, such as a week, or if the customer confirms it at the end of the call. Keep the same definition from month to month so the trend means something.
- Worked example: 200 calls in a month, 150 of them resolved with no repeat call within a week. 150 divided by 200 is 0.75, so FCR is 75%.
- Leave out calls that weren't really requests, such as wrong numbers and spam, from both numbers.
What it means for a small business
In a small business, a call that isn't resolved usually becomes a callback you have to make later. FCR goes up when whoever answers can actually finish the job: has the answer, can book or change the appointment, and can see the customer's details. With Daber AI every call is saved with an escalation reason and a resolution status, so you can see which kinds of calls end without a resolution and add what's missing to the knowledge base or the call flow.
Questions
What is a good first call resolution rate?
It depends on your industry, the kinds of calls you get and how you define resolved, so outside numbers rarely compare like for like. Measure your own rate the same way every month and work on the trend.
Does a transferred call count as resolved on the first call?
It depends on your definition. Many teams count it as resolved if the person it was transferred to solved the issue in the same call, and not if the customer had to call again.
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