B
Evidence Grade B
Graded
under review
Safe to Cite
Current
74%
74% -- first call resolution rate for Customer service teams (2026)
Attribution:
View source
Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
74%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Sources (2)
MetricNet
Primary
Tier B
https://www.maestroqa.com/blog/improve-first-call-resolution-fcr ↗
Source Article
The Ultimate Guide to Improving First Call Resolution (FCR)
“I talked to an agent yesterday, but I still need help…”
Your customers want to avoid contact center conversations that start like this.
But, when they’re unable to achieve their goals, they’ll go to great lengths to get the answers they need. And, for your customer service team, that can mean count…
Also cited by
aws.amazon.com
https://aws.amazon.com/
2026-08-16
Original Research
MetricNet
· Original study ↗
Methodology
According to research from MetricNet, a leading source of online benchmarking data.
Segmentation
Industrymarketing
Cite this stat
Plain Text
Customer service teams: 74% first call resolution rate. Source: MetricNet (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/first_call_resolution_rate_maestroqa
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<blockquote cite="https://lighthousedata.io/data/first_call_resolution_rate_maestroqa" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>74%</strong> -- first call resolution rate for Customer service teams<br><small>Source: MetricNet (2026) · <a href="https://lighthousedata.io/data/first_call_resolution_rate_maestroqa" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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