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FCR — First Call Resolution
The percentage of inquiries resolved in the first call without requiring a callback.
FCR (First Call Resolution) is one of the most important customer service metrics. High FCR means the customer gets a complete answer on the first contact. AI voice agents achieve higher FCR than human agents on simple queries because they instantly access the knowledge base and don't forget details. According to SQM Group, every 1% improvement in FCR leads to a 1% improvement in customer satisfaction (Source: SQM Group, 2024).