KPI Library – First Contact Resolution
First Contact Resolution
Business requires communication with the customer to assist with queries, offer support and resolve concerns – the objective of First Contact Resolution is to provide timely, appropriate resolutions in line with a customer’s expectations on the first occasion. Successful resolution on the first occasion helps to minimise the cost of administration / avoids the requirement for repeat calls and gives the best chance of maintaining high levels of customer satisfaction.
The data used in calculation must focus on achieving satisfaction for the customer rather than adopting simplistic measures comparing queries with calls received. An approach combining queries, call data and customer satisfaction survey is considered to be best with measurement on a continuous basis (per contact) and reporting on a frequency to suit the business.
The simple example is a ratio between the number of calls and the number of calls dealt with the first time. However, other factors should be taken into consideration. See calculation.