FCR

First Call Resolution. A service desk metric that measures the percentage of support tickets resolved on the first contact with the client, without requiring a follow-up call, additional escalation, or a second ticket. FCR is the most direct indicator of service desk efficiency and client experience quality. Industry benchmarks vary by MSP size and client complexity, but most operators target FCR rates above 70%.

Industry benchmark

Top-performing MSP service desks achieve 75-85% FCR. Below 60% typically indicates a training or documentation gap.

How to improve it

Better knowledge base documentation, structured triage processes, and clear escalation criteria between L1 and L2.

Why it matters

Low FCR means clients are calling back, techs are doing rework, and utilization is higher than it needs to be — all of which eat margin.