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hey everyone this is nate from git voip today were talking about first call resolution or fcr for short well cover how to calculate fcr why increasing fcr rates is important and offer advice on how to improve your first call resolution rates lets get right to it first call resolution or first contact resolution in omnichannel communication is a call center metric showing the percentage of support requests that are completely resolved during a customers first interaction with customer support a complete resolution means that no further action escalation or follow-up is required remember that your customers not your agents and representatives are the ones who decide whether or not a support issue has been entirely resolved your businesss fcr rate is a good indication not only of customer satisfaction but also of the overall effectiveness knowledge and quality of your support team though the ideal fcr rate is between 70 to 75 remember that having a good first call resolution rate is
