How do you calculate first call resolution or FCR rate?

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The first call resolution formula
The first contact resolution rate is calculated in percentage. There’s a simple formula for the same.

Calculating and knowing the FCR rate formula is the first step to increasing first call resolution rate
First call resolution formula indicates the importance of high-quality first conversations
For example, if a support team resolved 935 queries in a month, out of which 237 were fixed in the first contact. In that case, the team's FCR rate would be 25.34%, (237/935) x 100.

Apart from calculating to understand the performance of the contact center, FCR is a true indicator of an agent’s performance.

What is a good first contact resolution or FCR rate?
A study by the SQM group that measured benchmarks of more chinese overseas africa database than 500 North American call centers found that;


Every industry has to deal with specific customer queries that take some time to resolve. Situations like refunds require a few days of processing that will keep businesses from reaching a 100% FCR rate. Hence, the first call resolution industry-standard can’t be the same for all industries.

This blog is just the start.
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How to improve the first contact resolution rate?
There are several ways to improve the first contact resolution rate in a call center.

Let's look at some of these tried and tested tips to increase first contact resolutions.