{"id":46131,"date":"2021-01-12T18:46:17","date_gmt":"2021-01-13T02:46:17","guid":{"rendered":"\/us\/en\/blog\/?p=46131"},"modified":"2024-08-07T06:59:36","modified_gmt":"2024-08-07T13:59:36","slug":"how-important-is-first-call-resolution-for-your-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/how-important-is-first-call-resolution-for-your-contact-center\/","title":{"rendered":"How important is first call resolution for your contact center?"},"content":{"rendered":"

There are a number of contact center metrics out there. Of those, there are some that are more important than others. First call resolution is one that tops the list.<\/p>\n

In this article, we\u2019ll explain what first call resolution is, why it matters, and what you can do to improve it.<\/p>\n

What is first call resolution?<\/h2>\n

First call resolution<\/a> refers to a contact center\u2019s ability to resolve a customer\u2019s problem during the first interaction.<\/p>\n

The term comes from a time when call centers were customers\u2019 only option to receive help. Today, \u201cfirst call resolution\u201d can also be known as \u201cfirst contact resolution,\u201d which acknowledges the transformation of call centers into contact centers<\/a> as well as the desire for omnichannel customer support.<\/p>\n

Why does first call resolution matter?<\/h2>\n

When customers reach out to your contact center, they want to receive help, and they don\u2019t want to wait for a long time for it. Research from the SQM Group backs this up: for every 1% increase in first contact resolution<\/a>, companies see a 1% increase in customer satisfaction.<\/p>\n

Moreover, there are benefits for the contact center itself: agents spend less time handling the same case, and they\u2019re happier at their jobs because they\u2019re more productive. The same SQM Group report shows that for every 1% increase in first contact resolution, companies see a 1% decrease in customer support operating costs as well as a 1-5% increase in employee satisfaction.<\/p>\n

What is a good first call resolution rate?<\/h2>\n

First call resolution rates vary from business to business due to factors such as the size of your customer base, how well-trained your agents are, and the complexity of your product or service. Research from MetricNet shows that the average net first call resolution for contact centers across the world is 74%<\/a>. At the low end of the range, contact centers earned a 41% first call resolution rate, and at the high end of the range, they earned 94%.<\/p>\n

There\u2019s a caveat, though, when comparing your first call resolution rates to those of other companies. Sometimes, it is not an apples-to-apples comparison.<\/p>\n

For example, you might have a very strong customer self-service option in place, which means that when customers do reach out to your contact center, their problem is more complex and more likely to require more than one call to resolve. That alone does not indicate that you are providing a poor customer experience.<\/p>\n

Furthermore, some businesses measure first call resolution rates differently than others do, making direct comparisons faulty, at best.<\/p>\n

\"Woman<\/p>\n

How can you improve your first call resolution rates?<\/h2>\n

With that in mind, your first call resolution rates might still be on the low side for your industry. As a result, the customer experience could be suffering.<\/p>\n

Here are the steps to take to improve your first call resolution rate:<\/p>\n