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Run: First Call Resolution Tracking Review

First Call Resolution Tracking Review is a survey template for measuring whether issues were solved on the first contact, why repeat contacts happen, and whe...

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Resolution Outcome & First Contact Assessment

The customer's issue was fully resolved during this interaction without requiring a follow-up contact. (required)

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. (required)

Strongly disagree → Strongly agree (1–5).

The customer indicated (explicitly or implicitly) that they had contacted us about this same issue before. (required)

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? (required)

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.

Yes No N/A

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. (required)

Strongly disagree → Strongly agree (1–5).

The current process or workflow for handling this issue type is clear and easy to follow. (required)

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. (required)

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. (required)

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. (required)

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? (required)

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.

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