Benchmarks
First Contact Resolution (FCR)
The cross-industry FCR average is about 70%; anything at or above 80% is world-class, and the spread across contact centers runs from roughly 50% to 90%.
What is FCR (First-Contact Resolution)? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 70% | Cross-industry average | Fullview, First Call Resolution Rate Industry Standards | 2024 |
| 78% | Retail | Fullview, FCR Industry Standards (Freshworks data) | 2024 |
| 76% | Insurance | Fullview, FCR Industry Standards (Freshworks data) | 2024 |
| 71% | Financial services | Fullview, FCR Industry Standards (Freshworks data) | 2024 |
| 65% | Technology | Fullview, FCR Industry Standards (Freshworks data) | 2024 |
| 80%+ | World-class target | Stealthagents, First Contact Resolution Statistics (SQM Group data) | 2024 |
| 50%-90% | Range across contact centers | Stealthagents, QA Statistics (SQM Group data) | 2024 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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