First contact resolution rate for web chat or instant messaging including virtual agents
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 web chat or instant messaging (i.e. systems for communicating online in real time) including virtual agents. 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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Compute this Measure
Units for this measure are percent.
First contact resolution rate for web chat or instant messaging including virtual agents
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.