How can teams improve FCR?

Teams can improve FCR by using a knowledge base, self-service portals, agent training, and smart ticket routing.

What Is First Contact Resolution?

Q: What is First Contact Resolution?

First Contact Resolution (FCR) is the percentage of tickets resolved during the first customer interaction without follow-ups or escalations.

First Contact Resolution (FCR) measures the percentage of support tickets resolved during the first interaction with the customer, without follow-ups or escalations. High FCR indicates efficient processes and well-equipped agents.

How FCR Is Calculated

FCR = (Tickets Resolved on First Contact ÷ Total Tickets) × 100. Teams track this metric to gauge support quality and process effectiveness.

Why FCR Matters

Customer satisfaction: Customers prefer quick, one-touch solutions.
Cost efficiency: Reduces repeat work and resource drain.
Agent productivity: Encourages thoroughness and knowledge use.

Tips to Improve FCR

Provide agents with a comprehensive knowledge base
Enable ticket deflection with self-service portals
Train agents on common issue patterns
Use automation to route tickets to the right skill level

Industry Benchmark

According to Zendesk, average FCR rates range from 70–75% in mature support organizations.

Learn Support Metrics

General support KPIs are explained on Wikipedia.

How TicketingNext Boosts FCR

TicketingNext improves FCR through knowledge base integration, smart routing, and agent guidance tools. Explore TicketingNext features or view use cases.

Want to improve FCR? Contact our team.