FCR (First Call Resolution)
First Call Resolution (FCR) is a key measurement of customer service quality that shows how often a customer's problem is solved during their first contact with support, without needing to call back or contact through other channels. It's like a scorecard that tells companies how effective their customer service team is at handling issues the first time around. When FCR rates are high, it usually means customers are happier and the company saves money by avoiding multiple contacts for the same issue. This term might also appear as "First Contact Resolution" since it applies to all types of customer contact, not just phone calls.
Examples in Resumes
Achieved 92% FCR rate while handling 50+ customer inquiries daily
Improved department First Call Resolution rate from 75% to 85% through enhanced training programs
Recognized for maintaining top First Contact Resolution scores across the customer service team
Typical job title: "Customer Service Representatives"
Also try searching for:
Where to Find Customer Service Representatives
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to improve FCR rates across a large customer service team?
Expected Answer: A senior representative should discuss implementing training programs, analyzing common customer issues, developing comprehensive solution guides, and creating feedback loops for continuous improvement.
Q: How do you balance FCR goals with other metrics like average handle time?
Expected Answer: Should explain the importance of resolving issues completely while maintaining efficiency, and discuss strategies for finding the right balance between speed and quality.
Mid Level Questions
Q: What methods do you use to ensure you're fully resolving a customer's issue the first time?
Expected Answer: Should mention asking probing questions, confirming understanding, addressing related potential issues, and following up to ensure complete resolution.
Q: How do you handle complex issues while maintaining good FCR rates?
Expected Answer: Should discuss their process for breaking down complex problems, knowing when to escalate, and using available resources effectively.
Junior Level Questions
Q: What does FCR mean and why is it important?
Expected Answer: Should be able to explain that FCR means resolving customer issues on the first contact and why this improves customer satisfaction and efficiency.
Q: How do you ensure you've fully resolved a customer's issue?
Expected Answer: Should mention asking confirmation questions, summarizing the resolution, and checking if the customer has any other questions.
Experience Level Indicators
Junior (0-1 years)
- Basic customer service skills
- Understanding of FCR concept
- Ability to follow resolution scripts
- Basic problem-solving skills
Mid (1-3 years)
- Strong problem resolution abilities
- Knowledge of multiple product lines
- Ability to handle complex customer issues
- Experience with customer service software
Senior (3+ years)
- Advanced problem-solving techniques
- Team leadership experience
- Process improvement skills
- Training and mentoring abilities
Red Flags to Watch For
- Inability to explain what FCR means
- Focus on speed over resolution quality
- Poor listening skills
- Lack of problem-solving abilities
- No experience measuring or tracking customer service metrics
Need more hiring wisdom? Check these out...
From Wait Times to Chatlines: Why Chatbot-Based HR Self-Service Is the Future You've Been Avoiding
Silencing the Noise: How No-Meeting Days Supercharge Recruiter Productivity
Global Compliance Checks: The Hidden Puzzle Pieces of Background Screening Revealed
