First Contact Resolution (FCR)

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

First Contact Resolution (FCR)

Definition

First Contact Resolution (FCR) is an instance when a customer’s questions are entirely addressed at the conclusion of the first point of contact regardless of the channel, negating the need for a follow-up communication.

At TaskUs, we believe that increasing the First Contact Resolution rate is often an indicator of increasing customer satisfaction and improving the company’s efficiency since it is not bogged down with repetitive customer communications.