Final answer:
Calls to service reps resolved during the first interaction are known as first-call resolution (FCR). This is an important KPI for customer service departments as it indicates effective handling of customer issues and contributes to customer satisfaction.
Step-by-step explanation:
Calls to service reps that are completely resolved on the first call are referred to as first-call resolution (FCR). This term describes a situation in a call center or customer service environment where the customer's concern or inquiry is fully addressed during their initial communication, eliminating the need for any follow-up or additional contact to resolve the issue.
High first-call resolution rates are typically associated with increased customer satisfaction and can lead to greater efficiency and reduced costs for the company. It is a key performance indicator (KPI) for many customer service departments, reflecting the effectiveness of the service representatives in handling customer issues promptly and thoroughly.