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.

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Intradiem is the leader in real-time automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes. Real-time Frontline provides business leaders with tips, tricks and techniques to improve productivity and increase revenue within their customer service operations. Our industry experts share their knowledge based on their experiences and what they have observed in hundreds of customer service environments around the globe.

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