Formula how to calculate FCR

Saiful0101 · Pierwszy raz na koncercie

Business where clients usually need additional consultation. In this case, the first call is only the beginning of cooperation. This applies to the areas of investment, insurance, medical services, implementation of CRM, ERP, complex business solutions.
How to calculate FCR
To calculate FCR, you need to:

collect statistics on the number whatsapp number database of queries resolved the first time;
divide by the total number of requests;
multiply by 100%.
Example:

Let's assume that the hotline received 100 calls in a week, and in 80 cases the customer's issues were resolved the first time. Then the FCR will be calculated as follows:

FCR = (80/100) × 100% = 80%

This means that 80% of all customer requests were resolved during the first contact.

To calculate FCR, it is important that your managers record after communicating with the client that the issue was closed. This option is usually available in communication platforms and chats.

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