First Call Resolution Rate

First Call Resolution Rate

KPI Details

This KPI measures the ability of call center representatives to resolve issues upon first contact. A low 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. Inability to efficiently resolve calls will also lead to increased Call Center costs.

KPI Definition

The number of inbound calls that are resolved by call center representatives on the first contact without the need for transfer or subsequent contacts as a percentage of the total number of inbound calls handled by call center representatives over the same period of time.

KPI Calculation Instructions First Call Resolution Rate?

Two values are used to calculate this KPI: (1) the number of inbound calls that are resolved by call center representatives on the first contact, and (2) the total number of inbound calls handled over the same period of time. Calls resolved on the "first contact" should be counted as those that are resolved and closed (without transfer or escalation) without subsequent customer contacts related to the same issue within 10 business days following the initial contact. Do not include calls that are transferred to another department, transferred to another representative or escalated to management in the numerator for this calculation. Only include inbound calls in this calculation. Do not include calls resolved within the IVR/VRU system in this calculation.

KPI Formula :

(Number of Calls that are Resolved on First Contact / Total Number of Calls Handled) * 100