First Contact Resolution Rate
Definition: The number of inbound calls that are resolved on the first contact without the need for transfer or subsequent contacts divided by the total number of inbound calls received over the same period of time, as a percentage.
Discussion: First Contact Resolution Rate is a customer service-related Key Performance Indicator (KPI) that measures the number of incoming calls that are resolved and closed on the customer’s first contact with the Call Center. A ‘resolved’ call does not include calls that are transferred to another department or escalated up the chain by the representative that answered the call. A low, or lagging, value for this KPI can result in poor customer satisfaction and excessive handle times. Common root causes for sub-par performance in this area are lack of Call Center representative training, poor call routing processes (the call is sent to the wrong department, which requires a transfer) and a lack of documentation to assist representatives with issue resolution.