ClarivoxxBy Abdessamad Ghanem

Free tool

First Contact Resolution (FCR) Calculator

FCR = tickets resolved on the first contact ÷ all resolved tickets × 100. True FCR also subtracts customers who came back about the same issue within 7 days. With 1,000 resolved tickets, 640 solved on the first contact and 45 repeat contacts, FCR is 64.0%, true FCR is 59.5% and the repeat contact rate is 7.0%.

True first contact resolution

59.5%

Only 59.5% of issues stay solved after one contact. Pull the 360 multi-contact tickets and group them by reason: missing access, missing knowledge and handoffs are common causes.

Reported FCR

64.0%

Repeat contact rate

7.0%

FCR = 640 ÷ 1,000 × 100 = 64.0%
True FCR = (640 − 45) ÷ 1,000 × 100 = 59.5%

Frequently asked questions

How do you calculate first contact resolution?
Count the tickets solved with a single reply or call and divide by all resolved tickets in the same period, then multiply by 100. 640 first-contact fixes out of 1,000 resolved tickets give an FCR of 64.0%.
What is true FCR and why does it differ from reported FCR?
Reported FCR counts a ticket as solved the moment it is closed, even if the customer comes back the next day. True FCR removes those repeat contacts. If 45 of the 640 first-contact fixes return within 7 days, true FCR drops from 64.0% to 59.5%.
What is a good first contact resolution rate?
It depends heavily on channel and product complexity: many teams with simple questions sit around 70–80%, while technical B2B support is often lower. Track your own trend by contact reason, because a few reasons usually drive most of the repeat contacts.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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