6 Drivers for Improving First Call Resolution
You only need to look at some recent research to understand the current excitement and buzz about first call resolution. For example, a study conducted by a research and consulting firm, Customer Relationship Metrics, found that caller satisfaction ratings will be 35% to 45% lower when a second call is made for the same issue. That’s a pretty convincing reason to focus on first call resolution. It makes a big impact on customer satisfaction.