Final answer:
Calls completely resolved on the first contact with a service representative are known as first-contact resolution. This term is a measure of customer service efficiency and satisfaction, serving as an important KPI that reflects the quality of service and indicates effective training and processes.
Step-by-step explanation:
Calls to service reps that are completely resolved on the first call are referred to as first-contact resolution. This term highlights the efficiency and effectiveness of a customer service team by indicating the problem was fully resolved without the need for a follow-up call. Companies strive for a high rate of first-contact resolution as it often leads to higher customer satisfaction and lower operational costs.
First-contact resolution is a key performance indicator (KPI) for many customer service departments. It measures the quality of service provided and can lead to insights on how to improve customer service strategies. High first-contact resolution rates generally suggest that representatives are well-trained, resources are effectively utilized, and processes are customer-centric.