🔹 FIRST CONTACT RESOLUTION (FCR) – AGENT GUIDE
Definition:
🔸 First Contact Resolution means the player’s issue is fully addressed in their first interaction with us — no follow-up needed.
✅ The player leaves the chat knowing exactly what will happen next.
✅ There’s nothing else they need to do to complete the resolution.
✅ Our part is done — even if another team needs time to finish the action (e.g., Payment processing), as long as the player just needs to wait.
🔹 Why it matters:
👍 Higher player satisfaction
👍 Less repeat contacts
👍 Better team efficiency
🔹 It is FCR when:
🟢 The concern is resolved during the same chat.
🟢 No further information or documents are needed from the player.
🟢 Any escalation required is fully handled by us in that same chat.
🔹 Typical FCR Cases:
🟩 Cancel Turnover
🟩 Cancel Deposit
🟩 Deposit Follow-Up (after escalation, no further player action)
🟩 Withdrawal Follow-Up (after escalation, no further player action)
🟩 Account Unlocked
🟩 Close/Reactivate Account Request
🟩 Forgot number/email
🔹 It is NOT FCR when:
🔴 The case needs additional checking before it can be resolved.
🔴 The player must send more information, documents, or take action.
🔴 The resolution depends on another team’s confirmation before we can close it.
🔹 Typical Non-FCR Cases:
⛔ Stuck funds due to Game Maintenance
⛔ Bet Dispute (requires game provider review)
⛔ Phone or Email Verification
⛔ Negative Balance from unsettled bets
⛔ Update Phone Email (security requires phone verification)
⛔ Bonus not yet issued (RAF, Cashback, Rebate, etc.)
⛔ Deposit not received → needs Payment Team update
⛔ Site error → needs Technical Team fix
🔹 CS Action Steps:
If FCR:
📩 Send Closing Spiel.
👍 Click the LIKE button to close the chat automatically.
If Not FCR:
📩 Send Regular Closing or Idle Closing spiel.
❌ Click Close manually.
🔹 Examples with FCR:
🟩 The player's doubt was about the payment method, in this case via Touchingo Resolved right away. This is FCR.
🔹 Examples without FCR:
❌ Examples WITHOUT FCR: The agent instructed the player to send a message from their registered email address to proceed with the customer’s request. Not resolved instantly. This is NOT FCR.
You can check more details here:
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