In the customer support world, first call resolution (FCR) is king.
If you're able to solve the customer's problem on their first try, they're likely to be happy with your company and recommend you to their friends.
But what is an industry standard first call resolution rate in 2024? In this blog post, we'll explore FCR benchmarks by industry and call type.
What is a good average first call resolution (FCR) rate?
According to a number of surveys, the average FCR industry standard is about 70%. This means that most companies solve 70 out of a 100 customer tickets in the first interaction. Conversely, 30 out of 100 calls aren't solved during the first interaction, which is a problem because customers typically expect that their issues will be solved by the first agent they speak to.
Freshworks analyzed over 1 million customer interactions and found that customers love when:
- They only have to send one message about the issue
- The customer support representative only has to send one message with the solution
- An optional response by the customer thanking the agent for solving their issue.
Freshworks also found that CSAT scores were negatively correlated with the number of customer and agent responses during a support interaction. This demonstrates very clearly that CSAT is tied to how high your first call resolution rate.
First call resolution rate industry breakdown
Digging a little bit deeper, here are the average first call resolution rates by industry:
- Retail: 78%
- Insurance: 76%
- Energy: 71%
- Financial: 71%
- Technology: 65%
- Call Center: 71%
Notice how technology has a lower FCR rate than the other industries listed. This is mostly down to how complex technical support requests often are and how difficult it is to solve them over chat or email.
First Contact Resolution Rate industry rates for retail companies
With an average first-call resolution rate of 78%, retail is one of the highest-performing industries when it comes to FCR. This includes shopping, both online and in person. With the rise of e-commerce, it's no surprise that retail companies are getting better at solving customer problems quickly.
First Contact Resolution Rate industry rates for insurance companies
Insurance companies have the second-highest average FCR rate, at 76%. This industry includes car insurance, life insurance, and health insurance. Given the complex nature of many insurance products, it's impressive that insurers are able to resolve customer issues on the first call so often, especially since claims can often be very time-consuming.
First Contact Resolution Rate industry rates for energy companies
Energy companies have an average FCR rate of 71%. This industry includes electricity, gas, and water utilities. While energy companies have been quick to adopt new technologies, they still lag behind other industries when it comes to FCR. This is likely due to the complex nature of energy bills and the fact that many customers may not be familiar with the terminology used.
First Contact Resolution Rate industry rates for financial companies
Financial companies fall into the same category as energy companies, with an average FCR rate of 71%. This industry includes banks, credit unions, and other financial institutions. With so many different products and services offered by financial companies, it's not surprising that they struggle to resolve customer issues on the first try or need to transfer calls to different departments.
First Contact Resolution Rate industry rates for call center companies
Call centers have an average FCR rate of 71%. This industry provides customer support for a variety of businesses, from small businesses to large corporations. With so many different industries supported by call centers, it's difficult to resolve all customer issues on the first call.
First Contact Resolution Rate industry rates for tech support companies
Ranking in at the lowest average FCR rate is tech support, at 65%. This industry provides customer support for technology products, such as computers, software, and mobile devices. Tech support is often complex and time-consuming, so it's not surprising that the average FCR rate is lower than in other industries.
First Call Resolution Rate by call types
Besides the industry, the type of call can also affect the first-call resolution rate.
- Inquires: 74%
- Account maintenance: 73%
- Orders: 72%
- Billing: 71%
- Claims: 59%
- Complaints: 47%
It makes sense that the more complicated or contentious an issue is, the less likely it is going to get resolved in the first agent-customer interaction. This is the reason why, for example, claims typically only have a FCR of 59% while inquires have an FCR of 74%.
General inquiries are the most likely to be resolved on the first call, with a rate of 74%. This includes questions about products, services, hours of operation, and directions. Typically, these calls are relatively short and straightforward, so it's not surprising that they have a high first-call resolution rate.
With a first-call resolution rate of 73%, account maintenance calls are the second most likely to be resolved on the first try. This includes calls about account balances, payment history, and credit limits. Given that these calls are typically shorter and less complex than other types of calls, customer support representatives are able to resolve them relatively quickly.
Calls about orders have a first-call resolution rate of 72%. This includes calls about placing an order, tracking an order, and changing an order. These types of calls can be complex, especially if the customer is trying to make a change to their order. However, customer service representatives are typically able to resolve them on the first call.
Calls about billing have a first-call resolution rate of 71%. This includes calls about charges, payments, and refunds. Billing calls can be challenging, especially if the customer is disputing a charge or is unable to make a payment.
Claims calls have a first-call resolution rate of 59%. This includes calls about warranties, replacements, and repairs. Claims can be challenging because of the paperwork, procedures, or authorizations that may be required. For example, a customer may need to submit a claim form or provide proof of purchase before they can receive a refund or replacement.
Calls that are classified as complaints have the lowest first-call resolution rate, at only 47%. This includes calls about problems with products or services, as well as calls that are classified as "venting." Complaints can be difficult to resolve because the customer is usually upset and may not be willing to listen to the resolution that the customer service representative offers.
Wrapping things up
Should you compare your company with industry standards?
While it's helpful to know the average first-call resolution rate for your industry, you shouldn't compare your company directly to these averages. Every company is different, and there are a number of factors that can impact your first call resolution rate.
For example, the size of your company, the types of calls you receive, and the training of your customer service representatives can all impact your first call resolution rate.
To get a better idea of how your company is performing, you should compare your first call resolution rate to your own historical data. This will help you to see if you're improving, staying the same, or getting worse over time. By tracking your first call resolution rate over time, you can identify trends and make changes to your customer service strategy accordingly.