First contact resolution (FCR) is the share of customer issues fully resolved in a single contact, with no follow-up needed from the customer or the company. Some teams call the same idea first touch resolution. It is one of the most watched quality measures in customer service because it captures effectiveness and effort in one number.
How It’s Calculated
FCR is the number of issues resolved on first contact, divided by the total number of first contacts, over a given period. Multiply by 100 for a percentage.
Measurement approaches differ. Some operations track it internally, counting an issue as resolved if no repeat contact arrives within a defined window, such as seven days. Others ask customers directly in post-contact surveys. Internal tracking scales better; surveys capture whether the customer agrees the issue was resolved. Mature operations often use both.
First Contact vs First Call Resolution
The two terms are often used interchangeably, but they differ in scope. First call resolution applies to voice only. First contact resolution covers every channel: a chat, an email, a message, or a call all count as contacts.
The distinction matters in omnichannel operations. A customer who starts in chat and has to phone afterwards has not been resolved on first contact, even if the phone call itself resolves everything in one attempt.