A guide to call center metrics
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In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. Talk time (the average time an agent spends on each call) is a common call center performance metric. In general, fast talk time averages are desirable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily.
Call center managers carefully monitor follow-up calls because in addition to being an indication of customer dissatisfaction, follow-up calls create an overall increased call volume which, in turn, requires more agents. In general, a call center manager will accept an increase in talk time, as long as the first call resolution rate increases as well.