What does "first contact resolution" mean?

First contact resolution refers to the ability of a customer service representative to resolve a customer's issue during the very first interaction they have with the company. This means that the customer's problem is addressed and resolved without the need for follow-up communication or additional interactions. Achieving first contact resolution is important as it enhances customer satisfaction, reduces frustration, and increases efficiency within the customer service process. When customers feel that their issues are resolved promptly and effectively, they are more likely to have a positive perception of the company and its services.

In contrast, focusing solely on urgent issues, following up after multiple interactions, or transferring customers to different departments can lead to dissatisfaction. These actions do not prioritize the goal of resolving customer inquiries as quickly and effectively as possible, which is the essence of first contact resolution.