What is FCR: solving the issue on the first call, how to measure it and FCR with an AI operator

How FCR is measured

Agree first what “solved” means: the caller got an answer, booked, ordered, or got a callback at an exact time that really happened. Then the counting is simple:

1. 1Pick a window, for example 3 days: if the same number calls about the same issue within it, the first call wasn’t solved.
2. 2Take a week of calls and mark the repeat ones.
3. 3Don’t count a call from the same number about something else as a repeat: a new order is a new issue.
4. 4Divide the solved calls by all calls and multiply by 100.
5. 5Listen to the unsolved ones: why did people have to call again?

Example: a cleaning service in Mirzo Ulugbek

Yorqin Uy (name invented) cleans flats and offices. One order went like this:

• Call 1: “How much is a post-renovation clean of a three-room flat?” The admin: “The manager will work it out and call you back.”
• The manager spent the day on a job and didn’t call.
• Call 2, the next day: the customer asked the price again; this time the manager gave it by phone but didn’t know the free dates.
• Call 3: the customer called once more to pick a day.

Three calls for one order. And customers who didn’t wait for a third call and booked elsewhere never show up in the report at all.

Why FCR ends up low

• The person who answered doesn’t have the answer: prices, schedule and terms sit with someone else.
• Transfers from department to department: the caller explains everything again each time.
• “We’ll call you back” is said, but nobody writes down who and when.
• Bookings and orders can’t be taken during the call.
• Wrong information is given, and the customer calls again to fix it.

FCR with an AI operator

An AI operator for incoming calls gives prices, address, hours and terms from your company’s information, and books or takes the order on the same call. A call to this service (price as an example):

Price, day and address — all in one call. If the answer isn’t in your company’s information, the operator doesn’t make it up: it says a manager will call back and creates a task. The transcript of that call stays in the portal, so you see which answer the operator was missing. Add that answer to the operator’s information, and next time it answers itself.

Checklist: raising FCR

• Are your 10 most common questions written down with exact answers?
• Do prices come with an example: “70 square metres — roughly how much”?
• Are bookings and orders taken during the call?
• Is there a clear rule for when to transfer, and to whom?
• Does every “we’ll call you back” have a time and an owner?
• Are repeat calls reviewed every week?

Compared with a call centre: AI operator or call centre. Related term: what is AHT. More answers: questions about Sado. Try it live or call 78 778 01 23.

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