T Textura

Glossary term

What is FCR?

FCR (First Call Resolution) is the share of customer requests fully resolved in a single contact, without repeat calls or transfers. The metric shows how effectively support closes issues right away rather than stretching them across several interactions.

FCR is calculated as the share of contacts resolved in one interaction out of their total number. "Resolved on the first try" can be defined in different ways: by the absence of a repeat contact on the same topic within a period, by the conversation's outcome, or by the customer's direct confirmation. The chosen criterion shapes the number itself, so it's important to document the methodology.

High FCR is usually associated with both satisfied customers and lower costs: repeat contacts are extra load on agents and irritation for the customer. That's why FCR is considered one of the key operational support metrics, alongside satisfaction and resolution time.

To influence FCR you need to understand the causes of repeats: unresolved topics, gaps in the knowledge base, complex scenarios, routing errors. Here the metric is closely tied to analysis of contact topics and script compliance — they show exactly where issues aren't closed on the first try.

Speech analytics helps measure and improve FCR: by linking a customer's repeat contacts on a topic and annotating the reasons and outcomes of conversations, it turns FCR from a crude number into a review of the specific scenarios worth fixing.

How it works in the platform

In the platform, topics, extracted metrics and semantic search help analyze FCR: you can find repeat contacts on a single topic, annotate the conversation's outcome and roll it up into dashboards. Voice identification and the speaker registry help link a single customer's contacts across the whole archive.

Advanced analytics

Related terms

CSAT CSAT (Customer Satisfaction Score) is a metric of satisfaction with a specific interaction: a purchase, a support contact, a conversation. It's usually measured with the question "how satisfied are you?" on a scale immediately after the contact. NPS NPS (Net Promoter Score) is a metric of customers' willingness to recommend a company, based on the question "how likely are you to recommend us?" on a scale from 0 to 10. It shows customers' overall attitude toward the brand rather than satisfaction with a specific conversation. Script compliance Script compliance is a check of how well an agent followed the prescribed conversation scenario and service standards: whether they said the mandatory phrases, asked the required questions, kept the sequence and legal wordings. It turns the subjective judgment of "did they handle the call well" into a measurable indicator.

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