How to measure first call resolution
The hard part is defining “resolved.” Common methods are asking the customer at the end of the call, checking whether the same customer contacts you again about the same issue within a set window such as seven days, or having staff mark the outcome. Each gives a different number, so pick one and keep it consistent.
FCR goes up when the first contact can actually act: answer the specific question, book the appointment, or take the payment link, instead of taking a message. Calls that end in “someone will call you back” are, by definition, not first-call resolved.
Example: a vet clinic’s booking calls
A veterinary clinic notices many callers phone twice: first to ask whether their cat is due for vaccines, then again to book once the front desk checks. When the first call can answer from the clinic’s vaccine schedule and offer open times immediately, most of those calls end with a booked appointment and no second call. This scenario is illustrative.
First-contact resolution with InsertChat
InsertChat raises the share of calls and chats settled the first time by letting the assistant act, not just answer: it answers from your knowledge, books, reschedules, or cancels on your calendar, and can use connected actions such as sending a Stripe payment link or creating a Zendesk ticket when you allow it.
When a person is needed, the conversation arrives with a transcript and summary so the follow-up doesn’t start from zero. See AI appointment scheduling and the veterinary setup.
