What is first-contact resolution, and why is it measured?

First contact resolution is the proportion of inquiries resolved without the customer having to contact us again.

Why it matters most

Customers can tolerate waiting. What they tolerate less well is having to explain themselves twice. This figure is more closely linked to satisfaction than response time is.

The definition must be strict

No new inquiry about the same issue within seven days. Without this time window, the figure looks better than it really is because reopened cases are counted as new cases.

It can be manipulated

If cases are closed quickly without the issue being resolved, the figure rises while satisfaction falls. Always measure it alongside the reopening rate.

How to improve it

Knowledge articles, correct routing the first time, and the authority to resolve issues without escalating them. The latter is usually what is missing.