Work out your first call resolution rate, gross and net, and what the repeat calls from unresolved issues cost each month. Then see the calls and rupees a higher FCR would save.
Also tracking call length? Use the average handle time calculator. For the full cost of running the floor, see the call center cost calculator.
Count each customer issue once, on its first contact. Repeat calls about the same issue are not added here.
No further contact about the same issue inside your measurement window.
For net FCR. Issues that need a field visit, a replacement or a refund cycle no agent can finish on the call. Leave at 0 for gross FCR only.
Used in the explanation below, not in the math.
Example value (₹80). Replace it with your own fully loaded cost per handled call.
Assumption: 2.0 means an unresolved issue takes two more contacts before it closes. Check your repeat-call reports and edit.
The gross FCR you want to reach.
Gross FCR
72.0%
720 of 1,000 issues
Net FCR
72.0%
Excludes 0 contacts that can't be resolved on the first contact
Unresolved on first contact
280
Repeat calls this month
560
Unresolved x 2 extra contacts
Monthly cost of repeat calls
₹44,800
560 repeat calls x ₹80 per call. About ₹5,37,600 a year.
Repeat calls at target
400
Repeat calls avoided
160
Per month
Saved per month
₹12,800
Saved per year
₹1,53,600
Window: 7 days. A repeat counts if the customer contacts you again about the same issue within 7 days. The longer window catches more callbacks, so FCR reads lower than a same-day or 3 day count of the same calls. Some unrelated calls may also be counted as repeats.
Method changes the number too. Repeat-call tracking (same caller ID or ticket reopened within the window) is objective but misses customers who switch to email or chat, and can count a new issue from the same caller as a repeat. A post-call customer survey asks whether the issue was resolved; it reflects how customers see it, but only covers those who answer. Pick one method and window and keep them fixed when you compare months.
Assumptions
Order status, booking changes and account questions often need a second call only because the first one came after hours or waited in a queue. An Edesy voice agent answers every call, in English, Hindi and other Indian languages, and can look up orders, write back to Shopify or book a slot in Google Calendar on the same call. Try it at voice-agent.edesy.in.
Talk to us about a voice agentFCR % = issues resolved on the first contact / total issues x 100
Example: 1,000 issues, 720 resolved first time. FCR is 72%. The 280 unresolved issues, at 2 extra contacts each, create 560 repeat calls. At ₹80 a call that is ₹44,800 a month.
Gross FCR divides by every issue. Net FCR first removes the contacts that cannot be resolved on the first contact, such as a repair that needs a field visit or a replacement that has to ship:
Net FCR % = resolved on the first contact / (total issues - contacts that cannot be resolved on the first contact) x 100
With 100 such contacts in the example, net FCR is 720 / 900 = 80%. Net FCR shows how well agents do on the issues they can close. Gross FCR shows what customers experience. Report which one you use.
Repeat calls often come from missing information on the first call, transfers, and callers who give up in a queue and try again later. Score a sample of calls with the call QA scorecard to see which it is. If calls are long because agents search for answers, the average handle time calculator shows what cutting that is worth. For the full cost of the team, use the call center cost calculator.
Routine questions such as order status, booking changes and payment dates can be answered on the first call at any hour. An Edesy voice agent speaks English, Hindi and other Indian languages, writes order updates back to Shopify and books slots in Google Calendar during the call. Try Edesy Voice Agent, or talk to us about a voice agent.
More reading: AI vs human call center costs in India and call center analytics with AI sentiment and QA.
Divide the issues resolved on the first contact by the total issues in the same period, then multiply by 100. 720 resolved out of 1,000 issues is 72% FCR. Count each issue once, on its first contact, and decide in advance what counts as resolved: usually no further contact about the same issue within a set window.
Gross FCR uses every issue in the denominator. Net FCR first removes the issues that cannot be resolved on the first contact, such as a repair that needs a field visit or a refund that needs a bank cycle. Net FCR is always equal to or higher than gross FCR. Say which one you report, because the two can differ a lot.
Common choices are same day, 3 days and 7 days. A longer window catches more callbacks, so it gives a lower and usually more honest FCR, but it can also count an unrelated new issue as a repeat. Pick the window that matches how long your customers usually take to come back, and keep it fixed.
Neither is complete. Tracking repeat contacts by phone number or ticket is objective but misses customers who switch channel. A post-call survey asks whether the problem was solved but only hears from those who reply. Many teams track repeats as the main number and use surveys to check it.
This tool does not give a benchmark, because published figures use different windows, methods and gross or net definitions, so they rarely compare cleanly. The useful comparison is your own FCR over time, measured the same way, and the cost of the repeat calls it creates.
Both are inputs you should replace. The ₹80 cost per call is only an example; use your fully loaded cost per handled call. The 2.0 extra contacts per unresolved issue is an assumption; your repeat-call or ticket reports will show the real figure.
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Gross FCR from issues and first-contact resolutions
Net FCR that leaves out issues no agent can close on the call
Repeat calls and their monthly and yearly cost in rupees
Calls and money saved at your target FCR
Editable assumptions, shown next to the result
Runs in your browser, no signup
Turn ticket or call-log counts into an FCR figure and track it month to month with the same window.
Show what the repeat calls behind a low FCR cost, and what a few points of improvement are worth.
Estimate how many repeat calls an always-on voice agent could take off the queue for routine questions.
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