Scenario 1- Customer calls and our call center resolves issue immediately. Is this first call resolution?
Scenario 2- Customer calls, and call center forwards as a warm transfer to Tier 2 for resolution. Tier 2 resolves the issue. Is this considered first contact resolution since the customer is satisfied the first time they called but not by the first person they spoke to?
Please advise as the group is divided on this issue.
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Hannah Smalltree, Editorial DirectorIf your Scenario 2 is common (and thus the argument for it being the definition of the metric), some energy should be focused on why. Perhaps there are training improvements, knowledge tools, enhanced routing, or knowledge transfer that can take place to help increase the first call resolution rate as defined in Scenario 1.
This was first published in January 2005