SQM Group

What is the Difference between First Call Resolution and One Contact Resolution?

July 16, 2021 | 3min read

FCR and OCR Distinction

In short, the distinction between Voice of the Customer (VoC) First Call Resolution (FCR) and One Contact Resolution (OCR) is that FCR considers only the usage in an individual contact channel and OCR factors in the usage of multiple contact channels for resolving an inquiry or problem. 

 

First Contact Resolution VS One Contact Resolution

First Contact Resolution Rate

FCR rate is the percentage of customers who resolved their inquiry or problem on their first contact using a specific contact channel (e.g., call center, web self-service, IVR self-service, email, or chat). The term ‘contact’ can be replaced with the specific contact channel (e.g., ‘first call resolution’, ‘first email resolution’, ‘first web self-service resolution’, or ‘first IVR self-service resolution’).

Based on a customer experience (CX) using a contact channel the VoC FCR metric rate is based on two customer survey questions. To be considered FCR, a customer needs to answer these questions as follows:

  • “Was your inquiry or problem resolved?”

    • Customer answers ‘yes’

  • “How many contacts did you make to resolve your inquiry or problem?”

    • Customer answers ‘one contact’

FCR does not factor in whether or not other contact channels were used.

FCR Calculation

The calculation of VoC FCR is based on the number of surveyed customers who determined their inquiry or problem was resolved on the first contact with a specific channel, divided by the total number of surveyed customers.

FCR Formula Example

First Contact Resolution Example

 

One Contact Resolution Rate

OCR rate is the percentage of customers who resolved their inquiry or problem on the first contact using only one contact channel. The VoC OCR metric rate is based on three survey questions. To be considered OCR, a customer needs to answer these questions as follows:

  • “Was your inquiry or problem resolved?”

    • Customer answers ‘yes’

  • “How many contacts did you make to resolve your inquiry or problem?”

    • Customer answers ‘one contact’

  • “Did you use another channel to resolve your inquiry or problem?”

    • Customer answers ‘no’

OCR Calculation

The calculation of VoC OCR is based on the number of surveyed customers who determined their inquiry or problem was resolved on the first contact and used only one contact channel, divided by the total number of surveyed customers.

OCR Formula Example

One Contact Resolution Example

 

SQM Group’s research shows the difference between FCR and OCR performances when a call center was one of the contact channels used. The data reveals that OCR is 11% lower than FCR. This difference is that FCR is based on a customer resolving their inquiry or problem on the first call and considers only the usage with the call center channel. Put differently, FCR does not take into consideration whether or not other contact channels were used. Conversely, OCR is based on customers resolving their inquiry or problem on the first contact using only one contact channel. In other words, OCR is not having to use another contact channel prior to, during, or after calling the call center.

FCR and OCR Rate Difference

FCR vs OCR Differences

 

OCR is a tougher metric to achieve than FCR because the calculation of OCR factors in whether or not other channels were used. For the average call center, an alarming 41% of customers are not able to resolve their inquiry or problem on the first contact, with many of those customers using a self-service channel prior to calling the call center. Given that only 59% of customers have an OCR experience, it should be viewed as a huge wake-up call for the contact center industry to start measuring the customer’s entire experience (i.e., all contact channels used) when trying to resolve the same inquiry or problem. It is important to mention, that SQM’s research shows that over 90% of customers expect to resolve their inquiry or problem on the first contact using only one contact channel.

Quick Related Links

First Call Resolution Definition   First Call Resolution PPT  First Call Resolution Benefits 
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