What is First contact resolution?
First contact resolution (FCR) is the percentage of customer issues fully resolved in the first interaction, with no follow-up or repeat contact needed.
In more detail
FCR predicts satisfaction well, because customers dislike explaining a problem twice. Measure it by checking whether the same customer contacts you about the same issue within a set window, often three to seven days, instead of relying on agents marking tickets resolved. Low FCR usually comes from missing information on the first contact, agents who lack authority to act, or fixes that need another team. AI helps by pulling account history before the agent replies, drafting accurate answers and gathering details up front. Do not push agents to close tickets early to raise the number. Cross-check with reopen rate.
Example
A telecom support team sees many repeat 'where is my refund' contacts. Giving the agent a view of refund status and the authority to expedite means the answer and the action happen in one contact.