First-call resolution rate

IT Service Desk & SupportMaximizePercentage

Definition

Percentage of customer issues that were solved by the first phone call.

Formula

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Use Case / Interpretation

Customer issues solved by the customer in the first call will effect customer satisfaction and support costs positively.

Tags

call, first-call, phone, telephone, solution, resolution, customer, issue

Metadata

Category: IT Service Desk & Support · Added: May 17, 2026

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