First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This measure projects that rate for inquiries on existing orders as well as service-after-sales requests, which can be for free or discounted repairs, technical support, replacement, and maintenance. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "manage sales orders" process by minimizing waste and refining resource consumption.
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Units for this measure are percent.
First contact resolution rate for inquiries on existing orders and service-after-sales requests
Key Terms
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.