First Call Resolution Defined By Navdeep Chandel
If you have spent any time at all in the call center industry you will know that resolve a customer’s problem on the first try (first call resolution) is not always at the forefront of your mind. Instead, the focus is on making the customer happy with your service, but what better way is there to make a customer happy than to fix their problem on the first try?
First call resolution from a managerial standpoint is defined is a percentage calculated by dividing the number of customers whose call was resolved on the first try by the total number of customers that called in.
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