Want to hear our version of a nightmare? You call customer support for what should be a quick fix — but instead, you’re stuck repeating the same problem to multiple customer service reps. After many hours, you’re frustrated, and the issue still isn’t resolved.
Sound familiar? You’re not alone — 54% of customers say a negative customer service experience would drive them to switch to a competitor.
That’s what first call resolution (FCR) aims to fix. First call resolution is when reps resolve customer issues on the first try, leading to happier customers and more efficient teams. In this guide, we’ll break down why FCR matters, how to measure it, and the tools to help improve it.
Why does first call resolution matter?
Like being stuck in a long line at your favorite coffee shop, frustration builds every time a rep transfers a call or doesn’t resolve an issue. If that frustration leads to a poor experience, you risk losing business.
But FCR can do more than just solve an issue quickly. Here’s why FCR matters beyond just saving time:
- Improves customer satisfaction. Resolving customer issues quickly reduces frustration and improves the overall customer experience.
- Increases customer retention. When customers are heard and their problems are solved quickly, they’re more likely to stay loyal.
- Builds brand trust. Quick resolutions show customers they’re valued, creating positive experiences they tell others about.
In short, FCR can help you turn support interactions into long-term customer relationships.
How to measure first call resolution
FCR might sound like a fancy metric, but it boils down to a simple question: Did we solve the customer’s problem on the first try? If yes, you’re on the right track. If not, it’s time to investigate why.
To measure the first call resolution rate accurately, use this formula:
First call resolution (%) = (Total cases resolved on the first try ÷ Total number of cases handled) x 100
For example, let’s say your team handles 1,000 support cases in a month, and 750 of those issues are resolved during the initial call. Your FCR rate would be: (750 ÷ 1,000) x 100 = 75% FCR
While simple, FCR measurement isn’t just about the math. It’s important to track follow-up cases and make sure you count resolutions properly. For example, if a customer calls back within 24 hours about the same issue, it shouldn’t count as “resolved.”
This way, you’ll be able to spot trends, find common problem areas, and see where improvements are needed. But how do you know what qualifies as a high FCR rate for your business?
How to determine a good FCR rate for your business
There’s no “perfect” FCR rate — it’s like asking for the ideal running pace. The answer depends on your fitness level, goals, and conditions (in this case, your industry, call volume, and customer expectations). But a good rule of thumb to aim for is around 70% to 75%.
The key is to focus on progress, not perfection. If your FCR performance is below the industry standard, don’t panic — what’s more important than a high FCR rate is to identify what’s bringing it down:
- The complexity of your product or service
- Whether customer needs can be easily resolved over the phone or if they require follow-ups
- The training and resources available to your support team
Benefits and pitfalls of measuring first call resolution
Your FCR rate is a balancing act between resolving issues quickly and maintaining quality. So, let’s explore what a good FCR rate looks like and how you can find the right balance for your business.
The benefits of improving FCR:
- Happier customers: Great customer service creates positive experiences that lead to long-term loyalty.
- Fewer repeat calls: Fewer follow-ups free your team’s time, allowing them to focus on other tasks or more complex cases.
- Reduced operational costs: When support reps aren’t tied up with repetitive issues, you save on staffing and overall support expenses.
- Higher team morale: No one likes handling the same issues over and over. When reps can resolve problems on the first call, they feel more accomplished and productive.
The pitfalls to avoid:
- Over-prioritizing speed: If reps rush to close calls just to hit FCR goals, it can lead to sloppy solutions and unsatisfied customers.
- Misleading metrics: Without proper tracking, you could be counting issues as “resolved” that aren’t, skewing your data and leading to false confidence.
- Neglecting quality training: If you don’t equip your team with the right resources and training, chasing FCR improvements could backfire, creating inconsistent customer experiences.
FCR should be a guiding light, not the only thing you measure. Pair it with metrics like customer satisfaction (CSAT) or Net Promoter Score℠ (NPS) to make sure your team is managing escalations efficiently and effectively.
How to improve first call resolution in 3 simple steps
By following a structured approach, you can reduce repeat calls, empower your team, and create happier customers. Here’s how to get started:
1. Diagnose: Identify common call drivers
Before you can improve FCR, you need to understand why your customers are calling in the first place. Do certain issues show up repeatedly? What’s causing call escalations? Identifying common call drivers will help you pinpoint areas where your team can improve.
This is where call recording AI tools like OpenPhone’s call transcripts and call tags come in handy. With call tags, you can configure custom tags — complete with descriptions and emojis — to automatically categorize phone calls based on their contents. For example, if a customer frequently calls about refunds, you can create a “Refund” tag that OpenPhone’s AI will apply whenever refunds are discussed during the call.
Once tagged, you can easily filter and view all calls associated with a specific tag, giving you immediate insight into recurring problems before they lead to repeat calls.
2. Improve: Arm your team (and customers) with resources
Once you’ve identified key call drivers, it’s time to set your team and customers up for success. This means giving them internal and external resources:
- Internal resources: Create a knowledge base or documentation (e.g., customer service scripts, FAQs) to help reps handle common problems.
- External resources: Develop a customer-facing help center with self-service FAQs or how-to guides to reduce the need for certain calls.
Training reps on how to talk with customers is also important. By regularly coaching your team’s calls based on real call data, you can make sure they’re ready to resolve issues efficiently.
3. Evaluate: Continuously refine your process
To make progress, you need to monitor performance, identify trends, and make adjustments. That’s where OpenPhone’s call views come in. By filtering calls based on team member and date, you can easily spot recurring issues and track how your team handles them over time.
Don’t forget to follow up with customers through post-call surveys to get direct customer feedback on their experiences.
Quick tips for better first call resolution (FCR)
When it comes to improving your FCR, small adjustments can make a big difference. Here are a few best practices to help your team solve more issues on the first call:
- Use auto-attendants to route calls efficiently. Make sure your call flow is optimized so that customers are directed to the right person or department from the start, minimizing transfers.
- Engage in active listening. Encourage your reps to fully understand the problem and have proper phone etiquette before jumping to a solution. This prevents miscommunication and unnecessary follow-ups.
- Respond as quickly as possible. Fast responses show customers you value their time and help you prevent frustration from escalating.
- Identify when reps need further training. If a specific call type often results in follow-ups, it may be a sign your team needs additional guidance.
- Provide follow-up summaries to customers. After resolving a call, send customers a brief summary of what was done and any next steps. This reduces confusion and callbacks.
- Empower reps to make decisions. Give your team the authority to resolve issues on the spot without needing approval from supervisors. This speeds up resolutions and boosts confidence.
- Leverage feedback from dissatisfied customers. If customers call back with unresolved issues, don’t see it as a failure — see it as an opportunity to improve processes.
The bottom line is that improving your FCR metric is about making sure every interaction is handled effectively the first time. FCR is also an ongoing process that requires teamwork and data.
Future-proof first call resolution with OpenPhone
First call resolution is the foundation of long-term customer satisfaction and operational success. By consistently diagnosing call drivers, equipping your team with the right resources, and refining your processes, you’ll reduce repeat calls and build stronger relationships with your customers.
With OpenPhone’s AI call tags and call transcripts, identifying patterns and improving FCR becomes second nature in your support workflow. You’ll be able to spot recurring issues, tailor training to your team’s needs, and refine your customer experience strategy.
Try OpenPhone free for seven days and see how we can help you deliver better results.
