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For a service desk, first contact resolution (FCR) is the percent of contacts that are resolved by the service desk on the first interaction with the customer. For live calls or web chats, this means that the customer's issue is resolved before they hang up the phone or end the chat session.
First Contact Resolution Rate (FCRR).
Communication is the most important bridge in the process of transferring information to facilitate analysis, decision-making process, and communication of information to the different departments. All communication was flexible and there were positive results and vice versa.
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FCRR, is considered one of the most important Key Performance Indicator (KPI) for service and support which familiarize senior management with the KPIs that really matter to the organization and to provide them with actionable insight on how to leverage these KPIs to improve the performance.
It is preferable to measure the rate of communication by giving the dealers the basic information in the standard time and to publicize the company policy in order to shorten the time and be sufficient answer
