First Contact Resolution Rate (FCR)

Percentage of support tickets resolved on first customer contact

Customer SuccessOperationsSaaS / SoftwareE-commerce / RetailHospitalityPercentageMonthly

FORMULA

FCR = (Resolved on Contact 1 / Total Tickets) × 100

What is First Contact Resolution Rate?

Indicates support team knowledge and efficiency. Higher FCR reduces customer frustration and costs. Industry average 40-50%, best-in-class >70%. Drives NPS and retention.

Chart

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Required Data Columns

first_contact_resolvedtotal_ticketspercentage