FCR & failure-demand impact
First contact resolution is a volume lever, not just a quality metric: every unresolved contact comes back. This tool turns your FCR — and the slice of avoidable failure demand sitting in your queues — into contacts, agent-hours and pounds, so you can size the prize and build the case to chase it.
Your numbers
at current FCR
total volume
at target FCR
from the FCR lift
■ First contacts ■ Repeats
How the FCR number is built
Failure demand — the avoidable slice
What share of your first contacts are avoidable failure demand — caused by an upstream failure, not a genuine need? Removing these at source takes the contact and its repeats out of the queue.
(incl. their repeats)
removing it at source
How it works
If a contact resolves on the first attempt with probability equal to your FCR, then each unresolved one comes back — and a share of those fail too. So the volume a given number of new needs produces is the first contacts divided by the FCR: at 70% FCR, 10,000 genuine first contacts generate about 14,300 total, of which 4,300 are repeats you forecast, staff and pay for. Lift FCR and that repeat tail shrinks fast; the saving is real capacity you didn’t have to buy. Failure demand is the deeper cut — contacts that should never have arrived at all — and removing one at source removes its repeats too, which is why it’s the highest-value lever of the three. These are planning-grade estimates to size the prize and start the conversation, not an exact model of your routing.
Read first contact resolution and failure demand, or learn the quality side in the quality Academy track.