First Call Resolution, One And Done And Customer Satsifaction - How Do They Relate?

If you have spent any time at all in the call center industry you will know that

resolve a customer's problem on the first try (first call resolution) is not always at the forefront of your mind. Instead, the focus is on making the customer happy with your service, but what better way is there to make a customer happy than to fix their problem on the first try?

First call resolution from a managerial standpoint is defined is a percentage calculated by dividing the number of customers whose call was resolved on the first try by the total number of customers that called in. From a customer service representative's perspective, to make the best attempt at improving first contact resolution they will have to try to resolve every all they receive on the first attempt.

There is another metric that is similar to first contact resolution and that is "one and done". I believe that one and done is a fairly recent metric because the earliest references I can find to it are from 1996. One and done is also a percentage and it is always less than or equal to the first contact resolution percentage. One and done is calculated by dividing the number of calls that were resolved on the first try by the total number of calls (it also includes second, third, fourth, or more calls if the customer happened to call in that many times.

First call resolution provides you with a solid overview of your call centers contact resolution performance whereas, "one and done" can provide you with a clear indicator of much money can be saved by improving first call resolution performance. If you improve one of these metrics, you will invariably improve the other.

Another piece of research I found indicates that customer satisfaction (Csat) is tightly correlated with first call resolution. Meaning that if you increase your first call resolution you will increase your customer satisfaction.

Customer satisfaction should be central to any call center location since keeping customers happy helps the company keep and attract customers. If the majority of your customers are dissatisfied you will not have a business for long. Focus on improving first call resolution and everything will fall into place.

by: Preston Mane

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