The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be.
First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance.
The chart below provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates.
Featured Report: Featured: First Contact Resolution
The First Contact Resolution playbook provides a step-by-step guide for defining and implementing a First Contact Resolution (FCR) metric. The playbook defines a consistent and effective process to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support. The playbook offers practical guidance about how to measure and optimize FCR performance to improve customer satisfaction, NPS and increase overall support efficiency and effectiveness.
This Report is available to ASP Members. Not an ASP Member? Join Today
Stay up to date with the latest support industry news and research
Related Posts
ASP Best Support Websites of 2026
Hahn noted: "Average scores for the top websites have been increasing over the past few years. This year we saw our highest-ever score from Red Hat with an average of 895 points (out of 1,000).
ASP Best Support Websites of 2025
Each year ASP awards the best support websites. We have been doing this for 28 years. I will tell you how sites are judged and awarded, but that is not the most important part of this activity.
ASP Best Support Websites of 2024
Each year ASP awards the best support websites. We have been doing this for 27 years. I will tell you how sites are judged and awarded, but that is not the most important part of this activity.
AI for Support Portals
Support Portals are a necessity today. Users won't call support unless they are very desperate and making them desperate is not the way to keep them happy
Support Resources Don’t Fall From The Sky
It's obvious that support needs resources. What is not so obvious is how to get them. It is the support leader's primary job to get resources for their organization.
Mastering the Large Language Models(LLMs) Landscape: 5 Considerations for Customer Support Leaders
It took Facebook a total of 4.5 years to hit the 100 million users mark. WhatsApp and Instagram achieved that feat in 3.5 and 2.5 years respectively.