First Contact Resolution Calculator
Work out your first contact resolution rate, the repeat contacts unresolved issues create, and what each extra point of FCR would save.
- Free
- No sign-up to try
- Works as you type
First contact resolution
First contact resolution rate
77.5%
Repeat contacts per month
2,700
Cost of repeat contacts per month
$13,500
Monthly saving per extra point of FCR
$600.00
- FCR = issues resolved on the first contact ÷ all issues × 100.
- Repeat contacts = unresolved issues × extra contacts per unresolved issue.
- Cost of repeats = repeat contacts × cost per contact.
- Each extra point of FCR resolves 1% of issues first time, saving their repeat contacts.
Free, no sign-up to try. Save it as a live calculator you can share; an estimate from the numbers you enter, not financial advice. Check the result against your own records before you rely on it.
How it works
How the First Contact Resolution Calculator works
- 1
Enter your numbers
Every result updates as you type, with the formula shown under it.
- 2
Check the method
See how each number is worked out and what it assumes.
- 3
Save it as a Room
Share a live calculator: others can change the numbers and see the result update.
Worked example
What it makes
Example inputs
- Customer issues per month
- 8,000
- Issues resolved on the first contact
- 6,200
- Extra contacts per unresolved issue
- 1.5
- Cost per contact
- $5
Results
- First contact resolution rate
- 77.5%
- Repeat contacts per month
- 2,700
- Cost of repeat contacts per month
- $13,500
- Monthly saving per extra point of FCR
- $600.00
How it's calculated
- FCR = issues resolved on the first contact ÷ all issues × 100.
- Repeat contacts = unresolved issues × extra contacts per unresolved issue.
- Cost of repeats = repeat contacts × cost per contact.
- Each extra point of FCR resolves 1% of issues first time, saving their repeat contacts.
- Assumes: Count issues, not contacts: one issue with three calls is one issue.
- Assumes: Every contact costs the same; repeat contacts are often longer, so this may understate the cost.
An estimate from the numbers you enter, not financial advice. Check the result against your own records before you rely on it.
Who it's for
Who uses it
Contact center managers
Track FCR and its cost each month.
Support team leads
Show what better first answers are worth.
Quality analysts
Size the prize before a training or knowledge project.
Good to know
What to consider
- Count issues, not contacts: one issue with three calls is one issue.
- Repeat contacts are often longer and harder than first ones, so the cost here may be on the low side.
Questions
About the First Contact Resolution Calculator
How do I know an issue was resolved on first contact?
Common ways are a short survey after the contact, or checking whether the same customer came back about the same issue within a set window, such as 7 days. Pick one and keep it consistent.
Can I share the calculator with my team or a client?
Yes. The Room keeps the calculator live: anyone with the link can change the numbers and see the result update, with the method and assumptions on the same page.
Make your calculator now
Free, no sign-up to try. It becomes a Room you can edit, publish and share.
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