What is First call resolution?
Also called: FCR
First call resolution is the share of enquiries fully settled on the first call, with no callback needed.
It rewards getting the whole job done rather than closing the call quickly, and it is measured from the customer's outcome, not the system's disposition.
Why it matters for Indian calling. For outbound work the equivalent question is whether the captured details were complete enough that nobody has to call back to ask again.
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