First Contact Resolution (FCR)
Description
FCR is one of the most important metrics for customer service performance. High FCR indicates that agents can quickly find the information they need and provide clear, accurate guidance. Low FCR often signals gaps in knowledge access, inconsistent processes or fragmented content.
Content quality and findability have a direct impact on FCR. When service teams rely on outdated documents, scattered knowledge bases or disconnected systems, resolution takes longer and customers are more likely to require repeat assistance. Improving FCR begins with centralizing and structuring knowledge so that agents can access accurate information at the moment they need it. This enables faster troubleshooting, fewer escalations and better customer experiences across channels.
Example use cases
- Support: Customer service centers resolving technical or product inquiries.
- Troubleshooting: Support teams accessing structured troubleshooting steps.
- Consistency: Improving response consistency across global regions.
- Self-service: Enabling self-service through accurate, easy-to-find content.
- Reduction: Reducing repeat calls caused by outdated or incomplete information.
Key benefits
RWS perspective
RWS improves FCR by delivering structured, accurate and easy-to-find information through Tridion. Component-based content, intelligent search and centralized governance ensure service teams always have access to the right guidance at the right time. This Human + Technology approach reduces non-productive time, strengthens troubleshooting and drives more consistent, first-touch resolutions across global support operations.