{"id":19645,"date":"2019-07-15T00:00:00","date_gmt":"2019-07-15T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/first-contact-resolution-rate\/"},"modified":"2023-11-02T12:31:13","modified_gmt":"2023-11-02T19:31:13","slug":"first-contact-resolution-rate","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/first-contact-resolution-rate\/","title":{"rendered":"First Contact Resolution Rate"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/first-contact-resolution-rate\/#Why_Does_First_Contact_Resolution_Rate_Matter_to_Customer_Service\" title=\"Why Does First Contact Resolution Rate Matter to Customer Service?\">Why Does First Contact Resolution Rate Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/first-contact-resolution-rate\/#How_Helpshift_Supports_First_Contact_Resolution_Rate\" title=\"How Helpshift Supports First Contact Resolution Rate\">How Helpshift Supports First Contact Resolution Rate<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/first-contact-resolution-rate\/#Additional_Information_About_First_Contact_Resolution_Rate\" title=\"Additional Information About First Contact Resolution Rate\">Additional Information About First Contact Resolution Rate<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>First contact resolution rate (FCR) is a critical customer service metric that measures the number of customer contacts that are resolved on the first interaction with the customer. If a customer\u2019s issue can be resolved on the first contact, it eliminates the need for either the agent or the customer to follow up. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-does-first-contact-resolution-rate-matter-to-customer-service\"><span class=\"ez-toc-section\" id=\"Why_Does_First_Contact_Resolution_Rate_Matter_to_Customer_Service\"><\/span><strong>Why Does First Contact Resolution Rate Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Obviously, resolving a customer issue the first time is the ideal outcome. Customer satisfaction is closely tied to first contact resolution rate. The higher the latter, the higher the former. Resolving issues quickly is one of the ways that brands can deliver excellent customer service.&nbsp;<\/p>\n\n\n\n<p>Efficiently and effectively resolving issues can create loyalty amongst customers. Not only does retaining customers cost less money than securing new ones, they also may increase a company\u2019s profitability by recommending that company to friends and family. Businesses that can keep customers satisfied through stellar customer service increase the chance of retaining customers who endorse the brand.<br>In the old call center paradigm, first contact resolution rate was measured by when a customer-agent phone call ended. But in the new asynchronous customer service paradigm, where customers might contact a company\u2019s customer service organization in a number of ways, first contact resolution rate has become a more challenging metric to track. Many businesses now allow users to contact customer service through email, live chat, and in-app messaging.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-helpshift-supports-first-contact-resolution-rate\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_First_Contact_Resolution_Rate\"><\/span><strong>How Helpshift Supports First Contact Resolution Rate<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Rather than have users call customer support and be transferred between agents to get their issues appropriately addressed, Helpshift\u2019s AI-powered platform automatically categorizes tickets and assigns them to the appropriate agent \u2014&nbsp;a functionality called <em>intent classification<\/em>. By replacing manual triage with an AI-enabled classification engine, the system can automatically determine issue types, label conversations, and prompt customers for additional information.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Case-Analytics.png\" alt=\"\" style=\"width:553px;height:415px\" width=\"553\" height=\"415\"\/><\/figure><\/div>\n\n\n<p>Because bots can collect that information automatically, once a live human agent joins the conversation, that person is up to speed with the customer\u2019s account details and the details of the issue in order to provide optimally efficient service.Customers are assisted faster, and employees are given the information they need to support each individual to the best of their abilities. The combination of these capabilities leads to better first contact resolution rate results.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-additional-information-about-first-contact-resolution-rate\"><span class=\"ez-toc-section\" id=\"Additional_Information_About_First_Contact_Resolution_Rate\"><\/span><strong>Additional Information About First Contact Resolution Rate<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul>\n<li>Glossary: <a href=\"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/\">What is First Call Resolution?<\/a><\/li>\n\n\n\n<li>Support: <a href=\"https:\/\/support.helpshift.com\/kb\/article\/analytics\/\" target=\"_blank\" rel=\"noopener\">Guide: Helpshift Analytics<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19646,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Case-Analytics.png",800,600,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19645"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19645\/revisions"}],"predecessor-version":[{"id":28769,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19645\/revisions\/28769"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19646"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19645"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19645"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}