First Call Resolution Calculator - Complete Guide

Calculate gross and net first call resolution, the repeat calls and cost of unresolved issues, and what reaching a target FCR would save.

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The First Call Resolution Calculator works out your gross and net FCR for a month, the repeat calls unresolved issues create, what they cost, and the saving at a target FCR.

How to Use#

  1. Under "Your contacts this month", enter Issues (first contacts) this month and Issues resolved on the first contact.
  2. Optionally enter Contacts that cannot be resolved on the first contact to see net FCR. Leave it at 0 for gross FCR only.
  3. Choose a Repeat-call window: Same day, 3 days or 7 days.
  4. Under "Cost and target", enter Average cost per call, Extra contacts per unresolved issue and Target FCR.

Inputs#

  • Issues this month: each customer issue counted once, on its first contact. Do not add repeat calls here.
  • Resolved on the first contact: issues with no further contact inside your window. This cannot be more than total issues.
  • Cannot be resolved on the first contact: issues that need a field visit, a replacement or a refund cycle no agent can finish on the call.
  • Repeat-call window: used only in the explanation below the results, not in the maths.
  • Average cost per call: an example default of 80 rupees. Use your own fully loaded cost per handled call.
  • Extra contacts per unresolved issue: default 2.0. Check your repeat-call reports and edit.
  • Target FCR: the gross FCR you want to reach.

Reading the results#

Gross FCR = resolved on first contact / total issues x 100
Net FCR = resolved on first contact / (total issues - cannot resolve) x 100
Repeat calls = (total issues - resolved) x extra contacts
Monthly repeat cost = repeat calls x cost per call
  • Gross FCR, Net FCR, Unresolved on first contact and Repeat calls this month.
  • Monthly cost of repeat calls, with a yearly figure (monthly x 12).
  • At your target: Repeat calls at target, Repeat calls avoided, and the saving per month and per year. If you are already at or above the target, the saving is zero.

Things to know#

  • All counts are for one month, and every repeat call is assumed to cost the same as a first call.
  • Net FCR is hidden if removing the excluded contacts leaves fewer issues than you marked resolved.
  • A longer window catches more callbacks, so the same calls give a lower FCR with a 7 day window than a same-day one.
  • Pick one measurement method and window and keep them fixed when comparing months.

Related: AHT Calculator | Call Center Cost Calculator | Call Abandonment Rate Calculator

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