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FCR rate

Cover image for Brocent IT blog post: First Call Resolution (FCR): Definition, Formula and How to Improve Your FCR Rate

October 30, 2026 | 13 min

First Call Resolution (FCR): Definition, Formula and How to Improve Your FCR Rate

First call resolution (FCR) for IT support: the definition, how to calculate the FCR rate, what pushes it up or down, and practical ways to improve it.