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FCR stands for First Call Resolution
FCR is First Call Resolution. In IT Service Desk these are incidents that are being resolved during the initial call. Whether it is a query answered by an analyst or troubleshooting steps were made to resolve a specific client's issue.
simply in the ITIL or CSS the FCR stands for First Call Resolution
In customer Service especially call Center FCR refers to First call Resolution. Mostly all queries from customers are deemed as a FCR, where follow-ups are not required.
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