First-call resolution (FCR)
Contacts completed without a transfer, callback or second contact, divided by contacts handled.
Low FCR means customers are being handed around. For an AI, FCR measures how much of the call it can complete alone; for a BDC, it measures how well agents are equipped with systems and authority.
In practice
First-call resolution measures how many calls are fully handled on the first contact: the appointment booked, the status given, the question answered, without a transfer, callback or second call. Low FCR means customers call back, which inflates volume and frustrates everyone.
Improving it
FCR improves when whoever answers can actually act: see the schedule, look up the repair order, quote the price. That is why connected AI tends to raise FCR, and why transfer rate is usually its mirror image.
Common questions
What is a good first-call resolution rate for a dealership?
The Alpha Standard targets 70% or more of calls resolved without a transfer, measured store by store.
How is FCR different from transfer rate?
Transfer rate counts calls passed to a person. FCR counts calls completed on the first contact. A call can avoid a transfer and still fail FCR if the customer has to call back.
Also called: FCR, one-call resolution.
Read the chapter: BDC metrics and KPIs →
Related terms
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