What is FCR (First Call Resolution)?
First Call Resolution
Definition
First Call Resolution (FCR) measures the percentage of customer inquiries or issues that are resolved during the first interaction, without requiring a callback, transfer, or follow-up. It is calculated as: FCR = (Issues Resolved on First Call / Total Issues) x 100. Industry average FCR for insurance is approximately 70-75%.
Why FCR (First Call Resolution) Matters for Insurance
FCR is one of the strongest predictors of customer satisfaction in insurance. Every additional call to resolve an issue reduces CSAT scores and increases operational costs. For insurance agencies, poor FCR means prospects going cold, policy issues escalating, and agents spending time on repeated contacts instead of new sales.
Key Points
- Industry average for insurance: 70-75%
- Each 1% improvement in FCR correlates with 1% improvement in CSAT
- Repeat calls cost 2-3x the cost of a resolved first call
- Requires proper agent training, knowledge bases, and empowerment
- Should be measured alongside quality scores to avoid false resolutions
How AgentTech Handles FCR (First Call Resolution)
AgentTech improves FCR with AI-powered agent coaching that surfaces relevant information during calls, a built-in CRM with complete interaction history, and intelligent routing that connects callers with the most qualified agent from the start.
Frequently Asked Questions
See FCR (First Call Resolution) in Action
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The information on this page is supported by the following official and authoritative sources.
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