“The Inner Circle Guide to First-Contact Resolution” is based on surveys with over 400 UK & US organisations and 1,000 customers from each country. 


Each Inner Circle Guide is available for the US and UK. Updated July 2024.



UK and US customers consistently state that having their query resolved first-time is the most important factor driving their customer experience.    


First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability.


Yet measuring, calculating and improving first-contact resolution can be a very tricky proposition.


“The Inner Circle Guide to First-Contact Resolution” investigates: 

  • How to benchmark FCR and the dangers to look out for
  • The best ways to calculate FCR
  • The ROI you can expect from your FCR improvement programme
  • The best methods to gather accurate FCR measurements
  • 18 ways to reduce unnecessary repeat contacts. 


To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.



Report contents


Supplier Directory


The Importance of First-Contact Resolution: The ‘Miracle Metric’


First-Contact Resolution: The View from Customers, Businesses and Senior Management


First-Contact Resolution Benchmarks: How to Measure and Calculate First-Contact Resolution


FCR: Return on Investment


First-Contact Resolution and Digital Channels


Identifying Reasons for Repeat Contacts


18 Ways to Reduce Unnecessary Repeat Contacts



To download “The Inner Circle Guide to First-Contact Resolution”, as well as many other research reports, please complete the registration form below.


After this, you will have access to all of ContactBabel’s free end-user research and analysis.


If you have already registered, please log in here.



"*" indicates required fields

State (USA Only)
What are the main areas of investment in your contact centre in the next 12 months? (check all that apply)
Privacy Policy*

The information you provide will be used in accordance to the terms and conditions set out in our Privacy and Data Processing Policy. Please confirm you have read and understood the policy.

ContactBabel uses information you share with us to provide products or services that you request, answer your inquiries or communicate with you about your account or transactions with us, and send you information about new research, features on the Site or changes to our policies. We may also share data gathered in the registration process with third parties who have sponsored the report(s) downloaded and who may contact you for the purposes of direct marketing. You may withdraw your consent for this at any time by contacting info@contactbabel.com, and we will delete your account and all personal data. If you do not wish to complete the registration process, please contact us requesting the reports you would like to receive.

By clicking ‘Register’ you will be able to download reports, and are agreeing that ContactBabel may occasionally contact you with information relevant to you. If you wish to delete your account and remove your contact details, please contact smorrell@contactbabel.com.