FCR is a measure of resolving an issue at the first attempt, whether the interaction happens by phone, email or chat. Zendesk distinguishes this from simply making an initial response. A prompt acknowledgement may be useful, but it is not evidence that the traveller’s underlying question has been resolved. Source: Zendesk: First contact resolution

Agree what counts as resolved

Define the issues included in the measure and how repeat contacts about the same problem are handled. Write down the rule before comparing teams. This makes the figure easier to interpret and avoids giving different meanings to the same label.

Review the outcome with the number

Sample completed cases and check whether the traveller received a clear answer or next step. Look at customer feedback alongside FCR. Do not close a case early to improve the figure. The purpose is to understand resolution, so the evidence should reflect the actual issue.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.