Analytics · HR glossary

First Contact Resolution

First contact resolution measures the proportion of requests resolved during the initial contact without further follow-up under the stated definition. It is commonly used in service operations.

By SmallHRTools · How we write definitions

Example

An HR helpdesk resolves 70 of 100 eligible queries on the first contact, producing a first-contact resolution rate of 70%.

What to keep in mind

Define what counts as resolved and how repeat contacts are treated. A high rate is not useful if employees must contact another channel because their issue was incorrectly closed.

Further reading

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