First contact resolution rate for email contacts
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received through email. The first contact initiated by the customer for a particular question/issue must require no future contact to resolve after the first contact terminates. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "manage customer service requests/inquiries" process by minimizing waste and refining resource consumption.
Benchmark Data
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Learn about Membership| 25th | Median | 75th |
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Units for this measure are percent.
First contact resolution rate for email contacts
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.