2003 Best practices First call resolution 
Call Design
JULY 6, 2021
The industry benchmark for the first call resolution measurement is between 70% to 75%. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. Net Promoter Score.
Fonolo
MARCH 9, 2023
The first study was done in 2003 — can you guess which direction the overall trend has headed since then? Empowering agents means you’ll improve that all-important first-call resolution KPI, too. Ensure your agents are trained to follow these best practices for dealing with upset customers.
Expert insights. Personalized for you.
148 
Let's personalize your content