Free tool
First contact resolution calculator
Enter your contact volume and see FCR — plus what every conversation that needed a second touch actually costs.
First contact resolution
Resolved on the first contact ÷ total
70.0%
Needed a repeat contact
240
Extra hours from repeats
At least one more touch each — a floor, not a ceiling
36 hrs
Extra cost from repeats
$1,152
These are estimates from the values you entered, not a measurement of your business. Use your own ticket data where you have it.
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Works out FCR as a percentage, then goes further: how many conversations needed a second touch, and what that repeat contact cost in hours and money.
How it works
- 1
Enter total conversations and how many were resolved the first time.
- 2
Add your average handling time and loaded hourly cost.
- 3
You get an FCR percentage plus the hours and cost every repeat contact adds — counted as a floor, since many repeats take more than one extra touch.
Questions about this tool
- Why treat every repeat as exactly one extra contact?
- Because it's the conservative assumption. Plenty of unresolved issues need three or four touches before they close, so this number understates the true cost rather than overstating it.
- What's a good FCR rate?
- It varies enormously by what you support — a password reset and a billing dispute have very different natural FCR ceilings. Track your own trend over time rather than chasing a number from a different kind of business.
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