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Calculate your First Contact Resolution Rate with ease

Q: Why is FCR important?

A high FCR rate indicates that your support team is knowledgeable and has access to solutions, leading to quick issue resolution and improved customer loyalty and satisfaction.

Q: How can Hiver help improve FCR?

Hiver can improve First Contact Resolution (FCR) by centralizing customer interactions in one inbox, providing automation features, enabling agent collaboration, and offering analytics to optimize support processes.

Q: Are there any assumptions made in the calculation?

Yes, the projected FCR estimate assumes a 30% increase in efficiency when using Hiver, based on average improvements seen by our customers.

Use Hiver’s free FCR calculator to get personalized insights on your current FCR and how you can improve it to enable faster resolution.

Help us with the following inputs

Total no of tickets handled by your support team^*
(in the past monthly)

Please enter CSAT score

No. of tickets resolved on First Contact^*
(in the past monthly)

Please enter Industry

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efficiency with Hiver

Here’s what Hiver’s FCR Calculator will help you understand

Get personalized insight on your current FCR

Find out your business’s current First Contact Resolution rate
Get precise data on how quickly your team resolves support issues

Get projected FCR improvement with Hiver

Estimate the potential FCR when you use Hiver for customer support
Drive strategic initiatives based on data-driven insights

How to use Hiver’s free FCR calculator

Fill in the two input fields to get personalized insights on your FCR

Total number of
tickets handled

This includes total volume of incoming tickets, regardless of whether they were resolved or not.

Number of tickets
resolved on first contact

This refers to the total number of tickets that were resolved, at the point of first contact, without requiring any follow ups.

Get to know your FCR instantly

Once you input these details, click “Calculate” to compute the FCR of your support team

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FAQs

What is First Contact Resolution (FCR)?

First Contact Resolution (FCR) is a customer service metric that measures the percentage of customer issues resolved on the first interaction. It's a key indicator of your support team’s efficiency. It is calculated with the formula: FCR = (Number of Tickets Resolved on First Contact / Total Number of Tickets) * 100.

Why is FCR important?

A high FCR rate means two things: your support team is very knowledgeable and they have easy access to solutions. These things help them resolve queries in the first interaction itself, helping drive customer loyalty and satisfaction.

How can Hiver help improve FCR?

Hiver can significantly boost your First Contact Resolution (FCR) rate by streamlining your support processes and empowering your agents. Here's how:

Shared Inbox: By centralizing all customer interactions in one place, Hiver ensures everyone has access to the same information, leading to faster and more accurate resolutions.
Automation: Canned responses and automated workflows help agents quickly address common issues, reducing resolution time.
Collaboration: Multiple agents can work together on customer issues, increasing the chances of finding a solution on the first contact.
Analytics: Hiver provides insights into customer interactions, helping you identify areas for improvement and optimize your support

Are there any assumptions made in the calculation?

Yes, while your current FCR is calculated based on the data you provide, the projected FCR estimate assumes a potential 30% increase in efficiency when using Hiver. This figure is based on average improvements seen by our customers.