What is first call resolution (FCR)?
The share of customer issues solved on the first call, without a follow-up.
First call resolution (FCR), explained
High FCR means fewer repeat calls and happier customers. Voice agents raise FCR by having the customer's details and your information to hand on every call.
FCR is easiest to raise for common, repeat questions such as order status, timings and rescheduling, which are exactly the calls voice agents handle well.
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