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MYR - What is FCR or First Contact Resolution?

Updated today

🔹 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:

  1. 📩 Send Closing Spiel.

  2. 👍 Click the LIKE button to close the chat automatically.

If Not FCR:

  1. 📩 Send Regular Closing or Idle Closing spiel.

  2. ❌ Click Close manually.

You can check more details here:


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