First Contact Resolution (FCR) Benchmarks
The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be.
First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance.
The chart below provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates.
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