Final answer:
The First Call (Contact) Resolution metric measures the percentage of customer issues that are resolved on the initial call without further follow-up. It is a key indicator of customer service quality and efficiency in resolving problems.The correct answer is option B.
Step-by-step explanation:
The First Call (Contact) Resolution metric tracks the percentage of cases resolved on the first call or contact. This metric is a key performance indicator in customer service and support centers as it measures efficiency and the effectiveness of the service team. The goal of this metric is to resolve customer issues during their initial contact, which leads to higher customer satisfaction and operational efficiency.
Example Situations:
- If a customer calls with an issue and it gets resolved during that call without a need for a follow-up, the case is considered a first call resolution.
- Contrastingly, if the issue requires multiple calls or contacts for resolution, it would not contribute positively to this metric.
In a broader sense, First Call Resolution can also give insights into training needs for staff, the complexity of issues being handled, and the overall performance of support processes.The correct answer is option B.