First Contact Resolution (FCR)

First Contact Resolution (FCR) is a KPI showing what percentage of customer questions are fully resolved in a single interaction, without the customer needing to come back or get transferred. High FCR indicates efficient, well-trained customer service.

FCR has a direct impact on customer satisfaction: customers helped in one go are demonstrably happier and more loyal than those who have to reach out multiple times about the same issue.

With Bugalou's contact profiles and conversation history, your team has full context at hand immediately, greatly increasing the odds of solving things in one go — and measurably improving your team's FCR.