First contact resolution resolves a customer's issue at the initial contact without requiring another contact about the same problem. It is not limited to telephone calls and differs from giving a prompt first reply. A percentage divides first-contact resolutions by all eligible issues, multiplied by one hundred.[1]
Define the cohort, period and window for detecting repeat contact. A closed ticket does not establish resolution if the customer returns through another channel. Agree who determines resolution so staff cannot improve the score merely by closing cases prematurely.
Content updated:
Sources
Compiled with AI assistance using public sources. General explanation, not individual legal or tax advice. Describing a concept does not mean Zoloo offers it as a feature.