Get the free First Call Resolution Rate (Service Requests)

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Activities ReportShows details about all activities for a given program, consumer, and date range.ADRC Referral Call Resolution ReportThis report displays the Call Resolution for a given reference

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How to fill out first call resolution rate

01

Identify the total number of calls made to the service or support team.

02

Determine the number of those calls that were resolved during the first interaction.

03

Use the formula: First Call Resolution Rate = (Number of calls resolved on first contact / Total number of calls) x 100.

04

Convert the result into a percentage to express the First Call Resolution Rate.

Who needs first call resolution rate?

01

Customer service teams looking to evaluate their effectiveness.

02

Businesses aiming to improve customer satisfaction and retention.

03

Management and executives seeking insights into operational efficiency.

04

Quality assurance teams needing data to assess agent performance.

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What is first call resolution rate?

First call resolution rate is a metric that measures the percentage of customer inquiries or issues that are resolved on the first contact with a customer service representative, without the need for follow-up.

Who is required to file first call resolution rate?

Organizations that provide customer service, particularly call centers, are typically required to file and track the first call resolution rate to evaluate their service efficiency and customer satisfaction.

How to fill out first call resolution rate?

To fill out the first call resolution rate, you need to identify the total number of calls received and the number of those calls that were resolved on the first contact. The formula is: (Number of First Call Resolutions / Total Calls) x 100.

What is the purpose of first call resolution rate?

The purpose of first call resolution rate is to assess the effectiveness of customer service operations, improve customer satisfaction, reduce operational costs, and enhance overall service quality.

What information must be reported on first call resolution rate?

Information that must be reported includes the total number of customer calls received, the number of calls resolved on the first contact, and the calculated first call resolution rate percentage.

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