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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Measure Category:
Process Efficiency
Measure ID:
104505
Total Sample Size:
433 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No

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Compute this Measure

Units for this measure are percent.

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First contact resolution rate for email contacts

Key Terms

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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.

Measure Scope

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Cross Industry (7.3.1)

  • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
  • 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
  • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
  • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
  • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
  • 6.2.2.6 - Deliver opportunity to sales team (16937)