First Call Resolution Rate
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring First Call Resolution Rate. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is First Call Resolution Rate?
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.
Why should First Call Resolution Rate be measured?
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.
Download a Sample First Call Resolution Rate
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