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Tips To Help Improve Your Company’s First Call Resolution - A Better Answer - Blog

Tips To Help Improve Your Company’s First Call Resolution

In an ideal world, customer inquiries are answered and problems are solved during the first contact with a business — but this is not always the case.

When customers don’t get their answers or resolutions the first time they contact a business, it leads to frustration, loss of business, and a poor outlook for your company’s reputation.

On the other hand, a high first call resolution (FCR) rate increases customer satisfaction and loyalty as well as revenue and efficiency to give your brand an exemplary reputation. 

According to SQM Group, “86% of customers who phone into a call center expect their call to be resolved on the first call and for every follow-up call, customer satisfaction drops by 15%” proving a high first call resolution rate is crucial for any business.

So what are other ways improving your FCR helps your bottom line and customer satisfaction? Let's find out.

What Is First Call Resolution?

First call resolution (FCR) is a metric that call centers and answering services use to measure customer satisfaction.

As you can guess, first call resolution is the rate at which an issue is resolved the first time a customer calls in to a company, without the need for follow-up communication.

A high FCR means your customer service representatives are resolving inquiries during the first interaction with a customer or prospect. High FCR typically includes shorter talk time.

A low FCR often means low representative performance — but that is not the only metric measured. A low FCR is a compilation of other factors too, like inefficient software and processes or a lack of training for customer service staff.

How To Measure First Call Resolution Rate

Measuring your first call resolution rate is the first step in improving your rate.

Knowing where your agents or processes are falling short is the best way to figure out how to help them succeed.

Calculating FCR includes post-call surveys asking the customer if their issue was resolved. This survey can be conducted by a third party or an automated system.

Once you’ve gathered this data, your first call resolution calculation can be found by taking the total number of calls resolved on the first call (say, 7,000) divided by the total number of first calls (10,000), which would give you a 70% first call resolution rate formula.

Tips To Improve First Call Resolution

There are many ways to improve your overall customer service tactics, but when it comes to first call resolution, these are specific ways to improve. 

Provide Thorough Employee Training

One of the best ways to improve FCR is with appropriate and thorough employee training. When your representatives are set up for success, they can do their job better.

When customer service reps have the correct training, they’re able to handle the majority of customer calls on their own without having to pull in a manager or conduct follow-up calls. Of course, there will inevitably be situations where managers need to get involved or issues cannot be resolved on the first call, but this should be a rarity.

Your customer service agents should be knowledgeable in your business, products or services, policies, programs, and know-how to handle the most common customer service calls.

While a thorough training process is crucial, adding an internal knowledge base for your customer service agents to easily reference will give them more power to solve customer issues on the spot.

Employee training will be different for every company and industry, but as a best practice, all customer service agents should provide the following when implementing customer service tasks:

  • Provide personalized and friendly service
  • Effectively communicate and understand issues and inquiries
  • Provide resolutions to satisfy the customer
  • Understand and anticipate customer needs

Answer Calls Quickly and Make It Easy for Customers To Contact You

Getting in touch with your support team should be easy.

If customers have to jump through hoops to get in touch with you, they’re going to be agitated by the time they finally talk to a representative. When this happens, you start the call on the wrong foot.

The more effort it takes for customers and prospects to get in touch with you, the lower your FCR goes.

Long hold times bring your first call response rate down because when customers are calling already frustrated, the call tends to turn into a combative, “Why is your customer service so slow?” instead of a happy, “Can you help me with this?” conversation. Your agents then have to deal with multiple problems, which can be challenging to resolve on one call.

Set Clear Goals for Customer Service Agents

When customer service agents have clear and attainable goals, they’re likely to work harder and as result, successfully increase your first call resolution rate.

Customer service agent goals should coincide with the overall business goals. Let them know that boosting your company’s first call resolution rates is a top priority. When agents know this is the goal, they can strive to reach it.

Make sure you don’t set too many expectations at once, as it can be confusing and difficult to achieve. Instead, plan monthly, quarterly, or yearly goals. 

To help achieve goals and raise your FCR, try incentivizing your reps. Rewarding employees who reach these goals and have a high customer satisfaction rate shows you care and will build healthy competition so your employees can improve.

Gather Feedback and Implement the Right Tools

Another way to boost your first call response rates is to analyze your current processes.

You might think the programs and processes you have in place work fine, but checking the data and gathering feedback from employees will help you better understand which systems work great and which ones need to be adjusted for higher efficiency.

There are many resources sharing helpful ways to audit your customer service process to help you conduct audits.

Company owners should run consistent audits to gather feedback on all aspects of the business. Software changes, technology advances, and customer needs shift — keeping up with these trends is critical.

The software and processes you’ve used for years can easily become an impediment over time.

As an example, when reps have to wait five minutes for a program to load before helping a customer, both parties become frustrated. But in most cases, this is an easy issue to resolve.

Providing the right tools, systems, and streamlined processes to help customer service reps work efficiently will help increase FCR and customer satisfaction.

Hire a Call Center To Help

Building an in-house customer service team can be challenging, time-consuming, and expensive.

Instead, hire a call center to help with your customer service needs. They’ll be able to help boost your FCR without the comprehensive troubleshooting process we described above.

Offering a productive and helpful customer service experience for your customers will increase sales, boost customer satisfaction and retention, and build a solid reputation for your business.


Publish Date: May 30, 2021

2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
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Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
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How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

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