Definition
The percentage of customer support requests resolved on the very first contact, without follow-ups.
Cite this definition
"FCR (First Contact Resolution)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/FCR
Business Importance
High FCR reduces support team workloads and dramatically improves customer experience.
Industry Examples
An agent answering a chat query about shipping delays and resolving the query in one session.
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
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