First Call Resolution Tracking Review

Measures the share of issues resolved on the first contact, captures repeat-contact drivers, and surfaces process improvement opportunities to increase FCR rates.

Contact Context & Issue Classification

• What was the primary reason for the customer's contact?
  Select the category that best describes the issue presented on this interaction.
• Which channel did the customer use for this contact?
  Select one: Phone, Chat, Email, Self-Service Portal, Social Media, In-Person/Branch.
• Was this contact a repeat attempt for the same issue (i.e., the customer contacted us before about this)?
  Select one: Yes — confirmed repeat contact / No — first contact for this issue / Unknown / Customer did not say.
• If this was a repeat contact, approximately how many prior contacts has the customer made about this issue?
  Select one: 1 prior contact / 2 prior contacts / 3 or more prior contacts / Not applicable.

Resolution Outcome Assessment

• Was the customer's issue fully resolved during this interaction?
  Select one: Yes — fully resolved / Partially resolved — follow-up required / No — unresolved / Transferred to another team for resolution.
• How confident are you that the customer will NOT need to contact us again about this same issue?
  Rate your confidence: 1 = Not at all confident (very likely to call back) → 5 = Fully confident (issue completely closed).
• If the issue was not fully resolved, what was the primary barrier to resolution?
  Select the main reason resolution could not be achieved on this contact. Leave blank if fully resolved.
• Please describe the barrier to resolution in more detail.
  Provide specific context — e.g., which system was unavailable, which policy blocked resolution, or what information was missing. Complete this field if confidence was rated 3 or below.

Agent Capability & Knowledge Gaps

• Did you have access to all the information and tools needed to resolve this issue on the first contact?
  1 = Strongly disagree (significant gaps) → 5 = Strongly agree (fully equipped).
• How clearly does current knowledge base / documentation cover this issue type?
  1 = Not covered or outdated → 5 = Comprehensive and current.
• Did you need to escalate or transfer this contact to resolve it?
  Select one: No escalation needed / Escalated to Tier 2 / Transferred to another department / Escalated to a supervisor / Transferred to a third-party vendor.
• What knowledge, tool, or authority, if available, would have allowed you to resolve this without escalation or transfer?
  Be specific — e.g., 'access to billing adjustment up to $50', 'real-time inventory visibility', 'updated returns policy guidance'. Complete if escalation or transfer occurred.

Process & Policy Barriers

• How well do current processes and policies support resolving this type of issue on the first contact?
  1 = Strongly disagree (processes actively prevent FCR) → 5 = Strongly agree (processes are well-designed for FCR).
• Did any system, tool, or technology issue contribute to the inability to resolve this contact on the first attempt?
  Select one: No system issues / CRM or ticketing system issue / Knowledge base unavailable or inaccurate / Slow system response / Integration failure between systems / Other.
• Did a policy or authorization limitation prevent you from resolving this issue without escalation?
  Select one: No — policy was not a barrier / Yes — I lacked authority to apply the needed resolution / Yes — policy does not cover this scenario / Yes — policy is unclear or contradictory.
• Describe the specific process, policy, or system change that would most improve FCR for this issue type.
  Focus on actionable, observable changes — e.g., 'Allow front-line agents to issue refunds up to $100 without supervisor approval.' Complete if any barrier was identified above.

Customer Experience Signal

• Based on this interaction, how satisfied do you believe the customer was with the resolution outcome?
  1 = Very dissatisfied (expressed frustration or escalated) → 5 = Very satisfied (expressed appreciation, issue fully closed).
• Did the customer express frustration specifically about having to contact us more than once for this issue?
  Select one: Yes — explicitly mentioned repeat contact frustration / No — did not mention it / Not applicable — first contact.
• How likely is this customer to contact us again within the next 7 days about the same issue?
  1 = Very unlikely (issue fully resolved, customer satisfied) → 5 = Very likely (issue unresolved or customer expressed doubt about the fix).

Open Feedback & Improvement Ideas

• What is the single most impactful change your team or leadership could make to improve first call resolution rates?
  Think about training, tools, processes, policies, or staffing. Be as specific as possible.
• Is there anything else about this interaction or about FCR performance in general that you'd like to share?
  Any additional context, patterns you've noticed, or suggestions are welcome here.