First contact resolution rate for SMS

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 short message service (SMS) via mobile phone. 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:
Total Sample Size:
241 All Companies
25th Median 75th
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Key Performance Indicator:

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Compute this Measure

Units for this measure are percent.

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First contact resolution rate for SMS (mobile phone short message service) 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)

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