submit query

Please fill with your details

  • # #

What is First Call Resolution?

First call resolution means that customer query is resolved in the first call itself without the need of follow up calls. The agents of outsourced call center meticulously monitor customer call and strive to fulfil customer expectations, so that the ratio of follow up calls is less. ‘Follow up’ calls increase the overall call volume, which in turn requires more customer care agents to receive calls and resolve their query. It also increases other costs. Thus, the service providers continuously measure, track the outcome of first call resolution (FCR). Companies that deliver good FCR rates are considered good call center service providers.

To increase FCR, the call center service providers perform a few measures. The professionals comprehend with the need and requirement of customer and bend down to fulfil the expectations of customer. It is very important for the professionals of the service provider to conduct a root cause analysis on the calls that were not resolved on first contact. A good root cause analysis will help to identify trends, pinpoint inefficiencies and can inform data-driven decision making. After identifying common issues, knowledge gap, training opportunities, and inefficiencies or problem. FCR is both a quality metric (correlating with caller satisfaction) and a financial metric (cost saver).

FCR is calculated using the following formula:

The total numbers of calls completely resolved during the course of the first call initiated by the customer (and therefore do not require a callback) divided by total number of calls handled by agents.

Some key ways to measure FCR:

  •            Monitoring calls to determine if agents can provide a satisfactory answer in the first call itself
  •           Monitoring the number of callers that call back within a 7 day period.
  •           Monitoring the calling party number within a set period
  •            Monitoring the reason for call
  •           Using a post-call IVR survey
  •       Looking at the quality of answer given by professionals

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


Top 10 BPO Companies in Gurgaon

<p>Gurgaon is one of the booming industrial cities in the National Capital Region (NCR) of Delhi that has become an ideal outsourcing city for BPO. Gurgaon has become the dreamland for j....

Read more>>

How to Train Your Team for Exceptional Inbound Customer Service?

In todays business environment, quality customer service for a company clients is a key component for repeat business. Delivering exceptional support experiences does matter a lot for business as this....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.