What is meant by first contact resolution (FCR)?

First contact resolution (FCR) refers to the ability to resolve a customer's issue during the initial interaction without the need for any further follow-up. This concept is crucial in customer support and service environments because it enhances customer satisfaction by providing prompt assistance, reducing the need for additional communication, and minimizing the time the customer has to wait for a resolution. Achieving FCR is a key performance indicator for support centers, as it demonstrates efficiency and effectiveness in addressing customer inquiries or problems right from the start. It leads to increased customer loyalty, as customers appreciate when their issues are handled quickly and efficiently in one interaction. Options related to meetings or follow-up procedures do not encapsulate the essence of FCR, which is specifically about resolving concerns in the shortest timeframe during the first point of contact.