# What Is First Call Resolution (FCR)? Formula

Source: https://insertchat.com/glossary/first-call-resolution

> First call resolution is the share of customer issues solved on the first call or contact, with no follow-up. Learn the formula, pitfalls, and how to raise it.

First call resolution, or FCR, is the percentage of customer calls or contacts fully resolved during the first interaction, without a callback, transfer, or repeat contact. It is calculated by dividing issues resolved on first contact by total issues, then multiplying by 100. High FCR means customers get what they need in one try.

## 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](https://insertchat.com/product/scheduling) and the [veterinary setup](https://insertchat.com/industries/veterinary).

## How do you calculate first call resolution?

Divide the number of issues resolved on the first contact by the total number of issues in the period, then multiply by 100. Define “resolved” clearly before you start.

## Is first call resolution only for phone calls?

No. Many teams measure first contact resolution across chat, email, and text, using the same idea: solved in the first interaction, with no repeat contact.

## Related terms

- [First response time](https://insertchat.com/glossary/first-response-time): First response time, or FRT, is how long a customer waits between contacting a business and receiving the first real reply, whether by chat, email, text, or a returned call.
- [Call abandonment rate](https://insertchat.com/glossary/call-abandonment-rate): Call abandonment rate is the percentage of incoming calls where the caller hangs up before reaching anyone, while ringing, during a phone menu, or on hold.
- [Appointment scheduling software](https://insertchat.com/glossary/appointment-scheduling-software): Appointment scheduling software is a tool that lets customers book, reschedule, or cancel time with a business based on its real availability.
- [Human handoff](https://insertchat.com/glossary/human-handoff): Human handoff is the point where an AI assistant passes a customer conversation to a person, along with everything said so far.

## Related InsertChat pages

- [AI appointment scheduling](https://insertchat.com/product/scheduling)
- [Actions and approvals](https://insertchat.com/product/automations)
- [AI receptionist for veterinary clinics](https://insertchat.com/industries/veterinary)