What does First Call Resolution rate measure?

• A. Time to first response
• B. Number of calls per customer
• C. Proportion of issues resolved on the first contact
• D. Customer satisfaction after multiple contacts

Answer: (C)

First Call Resolution rate measures the proportion of customer issues that are resolved during the initial contact with a support agent. It shows how often a problem is solved in one conversation without the customer needing to reach out again, which helps gauge both agent effectiveness and the efficiency of the support process. It’s typically calculated by taking the number of issues resolved on the first contact and dividing it by the total number of inquiries, expressed as a percentage. If an issue requires a follow-up or escalation, it does not count toward first-call resolution. Time to first response focuses on speed of the initial reply, the number of calls per customer tracks how many times a customer contacts support, and satisfaction after multiple contacts reflects sentiment after multiple interactions, not whether the first contact resolved the issue.