FCR - First Call Resolution or First Contact Resolution - what is the definition? Does the
definition depend on the industry you're in? Do companies tout a high FCR, but then as you dig into
them, the definition is completely different? What is the industry's definition of FCR?
How a company actually measures it can vary greatly as well. It could be based on a CSR's accounting of the contact as completed, comparing contact records in a database, specific questions to the customer about resolution (e.g., through a customer satisfaction survey, or questions at the end of a call), or even call observations.
This was first published in May 2003