First Contact Resolution (FCR) is used to measure what aspect of support center performance?

First Contact Resolution (FCR) is a critical metric used to evaluate the effectiveness of a support center by measuring the percentage of incidents that are resolved during the first interaction with the customer. This metric reflects the support team’s efficiency and capability in addressing customer needs promptly without the necessity for multiple interactions.

High FCR rates are indicative of a well-functioning support center, demonstrating its ability to quickly resolve issues, enhancing customer satisfaction, and promoting trust in the service provided. When customers perceive that their concerns are adequately addressed on the first contact, it leads to a more positive overall experience.

In contrast, metrics such as the average duration of customer calls, customer follow-up success rates, or employee performance reviews, while valuable in evaluating various aspects of support operations, do not specifically focus on the direct resolution of issues on the first point of contact. Therefore, only the percentage of incidents resolved on the first contact directly correlates with the concept of First Contact Resolution.