The share of inbound calls that reach a complete outcome — booked, definitively declined, or resolved without a job — with no second call required.
A call is first-call-resolved when the request it carried is finished when the call ends: a job is booked, the caller definitively declined, or the matter needed no job at all. The term is borrowed from general call-centre usage, but home-service calls need one boundary stated plainly: a call that ends in "we'll call you back with a quote" is not resolved, however satisfied the caller sounds — the booking decision has not happened, and a second contact attempt now stands between you and the job.
Every unresolved call converts a warm inbound conversation into an outbound chase, which imports the decay curve of speed to lead into work you had already won once. Operations that quote on the first call where policy allows it remove that round trip entirely.
Tag call outcomes at the point of disposition — booked, declined, follow-up required, non-opportunity — and audit a sample monthly, because "follow-up required" is the category that quietly absorbs unresolved calls. Score it alongside booking rate, not instead of it: a high FCR built on quick declines is not a phone operation working well. Scoring CSR calls so the score means something covers the sampling and calibration.
Related terms: Booking rate · Speed to lead · Non-opportunity call · the full glossary
Which behaviours are worth scoring, how to sample without bias, and calibration.
The published rubric: three components, their weights, every band anchor.