First Call Resolution Tracking Review

Measures the share of issues resolved on the first contact, captures repeat-contact drivers, and surfaces process gaps to improve FCR rates and reduce customer effort.

Resolution Outcome & First Contact Assessment

• The customer's issue was fully resolved during this interaction without requiring a follow-up contact.
  Strongly disagree → Strongly agree (1–5). 'Fully resolved' means the customer confirmed satisfaction and no callback, ticket escalation, or follow-up was needed.
• I had all the tools, permissions, and information needed to resolve this issue on the first contact.
  Strongly disagree → Strongly agree (1–5).
• The customer indicated (explicitly or implicitly) that they had contacted us about this same issue before.
  Select the option that best describes this interaction.
• If the issue was NOT resolved on first contact, what was the primary reason?
  Select the single most significant barrier. Leave blank if the issue was fully resolved.
• If you selected 'Other' or want to add detail about the resolution barrier, please describe it here.
  Be specific — e.g., 'The billing system does not allow same-day adjustments after 5 PM, forcing a callback.'

Repeat Contact Drivers & Root Cause

• Based on this interaction, how confident are you that the customer will NOT need to contact us again about the same issue within 7 days?
  Strongly disagree → Strongly agree (1–5). A score of 3 or below triggers a follow-up question.
• What is the most likely reason this customer may contact us again about the same issue?
  Complete this if you rated confidence at 3 or below. Example: 'The fix requires a 48-hour processing window — customer may call back before it takes effect.'
• Which category best describes the root cause of any repeat-contact risk for this interaction?
  Select all that apply.
• How often do you encounter this same type of unresolvable issue in your interactions?
  Frequency helps prioritize which process gaps to fix first.

Knowledge Base & Process Effectiveness

• The knowledge base or internal documentation provided accurate, up-to-date guidance for this type of issue.
  Strongly disagree → Strongly agree (1–5).
• The current process or workflow for handling this issue type is clear and easy to follow.
  Strongly disagree → Strongly agree (1–5).
• If you rated either of the above at 3 or below, describe the specific knowledge or process gap you encountered.
  Example: 'The KB article for account reactivation hasn't been updated to reflect the new 2-step verification requirement introduced last quarter.'
• I had to place the customer on hold or consult a colleague/supervisor to find the answer during this interaction.
  Hold time and peer consultation are leading indicators of knowledge gaps.

Agent Empowerment & Escalation Paths

• I have the authority and system access needed to resolve the most common issue types I handle without escalating.
  Strongly disagree → Strongly agree (1–5). Agent empowerment is a primary FCR lever.
• When escalation is necessary, the handoff process is smooth and does not require the customer to repeat their issue.
  Strongly disagree → Strongly agree (1–5). Repeat-explanation is a key driver of low customer effort scores.
• What single change to your tools, permissions, or processes would most improve your ability to resolve issues on the first contact?
  Be specific and actionable. Example: 'Allow Tier 1 agents to issue credits up to $25 without supervisor approval — this would eliminate ~30% of my escalations.'

Overall FCR Sentiment & Open Feedback

• Overall, how effective is our current process at enabling agents to resolve customer issues on the first contact?
  Strongly disagree → Strongly agree (1–5). This is the headline FCR process effectiveness indicator.
• If you rated overall FCR process effectiveness at 3 or below, what is the single biggest systemic barrier?
  Focus on systemic issues (policy, tooling, training, process design) rather than one-off incidents.
• Is there anything else about first call resolution, repeat contacts, or process gaps that leadership should know?
  This is your open space — share patterns, ideas, or specific examples that didn't fit earlier questions.
• Which team or queue does this feedback primarily relate to?
  Optional — helps route feedback to the right team lead. Leave blank to remain fully anonymous.