First-Level Resolution

What Is First-Level Resolution (FLR)?

Every minute counts when a customer needs help. First-Level Resolution (FLR) measures how many issues your team resolves during the very first interaction—without escalation, transfers, or follow-ups. Whether it’s a quick question, a technical issue, or a complaint, a high FLR rate means your support agents solve problems quickly and effectively.

Why First-Level Resolution Matters for Customer Service

The higher your FLR rate, the happier your customers. Quick solutions improve satisfaction, cut costs, and free up agents to assist more people. By resolving issues at the first contact point, you:

• Boost customer satisfaction with faster resolutions.
• Reduce operating costs by avoiding multiple handoffs and repeat contacts.
• Improve team efficiency, allowing agents to handle more cases each day.

You may also track First Contact Resolution (FCR) and First Call Resolution. FCR covers all channels—phone, chat, or email—while first call resolution focuses only on phone interactions. The goal is the same: no back-and-forth, just instant solutions.

How to Calculate First-Level Resolution

There are two main FLR formulas:

Gross FLR Rate
FLR = Tickets Resolved at Level 1 ÷ Total Number of Tickets

Net FLR Rate
Net FLR = Tickets Resolved at Level 1 ÷ Level 1 Resolvable Tickets

Tracking these metrics reveals how well agents resolve issues on the spot. For example, if 700 out of 1,000 tickets are solved at Level 1, your gross FLR rate is 70%.

First Call Resolution and FLR Best Practices

Want to boost your FLR or FCR scores? These strategies work:

• Train your team thoroughly – product knowledge and problem-solving skills create confident agents.
• Empower agents – give them the authority and tools to solve problems without escalation.
• Streamline processes – avoid bouncing customers between departments.
• Use skills-based routing – match customers with the right agent immediately.
• Offer self-service options – FAQs, chatbots, and knowledge bases solve simple issues instantly.

Proof That High FLR and FCR Pay Off

Improving first-level resolution isn’t just about happy customers—it’s a major cost saver:

• Every 1% improvement in FCR can save a mid-sized call center over $280,000 per year.
• Repeat calls can consume 23% of a center’s budget—solving issues first-time reduces this dramatically.
• World-class FCR rates are 80%+, but most businesses sit between 70–79%.
• Each 1% increase in FCR can raise customer and employee satisfaction by 1–5%.

Ready to Raise Your FLR Rate?

Fast, friendly, and effective support starts with First-Level Resolution. If you want happier customers, reduced costs, and a motivated team, focus on improving FLR, FCR, and first call resolution.

Conectys can help you track the right metrics, train your agents, and build processes that maximise first-time fixes. Let’s talk about turning FLR into your competitive advantage.