How to Improve First Call Resolution Rate

Why FCR Matters

High FCR (70%+) means users get help faster, agents handle more tickets, and satisfaction scores improve. Low FCR means back-and-forth that frustrates everyone.

Improve FCR

• Knowledge base: Every resolved ticket becomes an article
• Agent training: Cross-train agents on multiple categories
• Diagnostic tools: Remote access tools for quick diagnosis
• Standard procedures: Step-by-step guides for common issues
• Empowerment: Let agents resolve without escalation for common issues