How to measure first call resolution
There are two common ways to decide whether an issue was settled on the first call:
- Repeat calls. If the same person calls again about the same thing within a set window, such as seven days, the first call didn't resolve it.
- Asking. A short question at the end ("Kya aapki problem solve ho gayi?") or a follow-up survey.
Pick one method, fix the window and keep both the same month to month, or the trend means nothing.
Here's a call to an online store's helpline:
- Caller: "Product ka box kharab ho gaya hai. Return ho sakta hai?"
- Agent: "Ji, box ke bina bhi return ho jayega, bas delivery ke 7 din ke andar request daaliye. Main aapko steps WhatsApp par bhej deti hoon."
If the customer doesn't need to call back about it, that call counts toward FCR.
Why it matters
Every repeat call costs your team time and costs the customer patience. Low FCR usually points to fixable causes: the first person didn't have the answer, couldn't act on it, or sent the caller to the wrong place.
How Kallix helps
Kallix agents pick up at any hour and answer from a knowledge base built from your website and documents, so the same question gets the same answer. When an issue needs a person, they make a warm transfer on the rules you set. Every call is logged with a disposition and transcript, so you can see which questions keep coming back and fix them in the next version.