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First-call resolution rate

ITIL Service DeskMaximizePercentage

Definition

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

Formula

[customer issue solved in first phone call] percentage of [total customer issues]

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