First call resolution Interactive Voice Response Schedule adherence 
Call Design
JULY 6, 2021
This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. The industry benchmark for the first call resolution measurement is between 70% to 75%. Net Promoter Score.
Fonolo
OCTOBER 13, 2022
When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Stress levels go up and KPIs like First Call Resolution and Average Handle Time are impacted. Track Schedule Adherence. It affects shrinkage, too.
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3CLogic
NOVEMBER 10, 2021
Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. So how can you ensure you maintain or improve first call resolution rates?
Tenfold - Contact Center Blog
JULY 9, 2018
The most common factors that lead to abandoned calls are lengthy wait times and unnecessary hold times. An inefficient IVR system may also cause callers to abandon the queue. To ensure compliance with the SLA, a 5% or lower abandoned call rate needs to be maintained. Agent Schedule Adherence & Agent Attrition Rate.
Noble Systems
JUNE 27, 2019
Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Automating and queueing call backs also elevates the customer experience.
Talkdesk
APRIL 10, 2019
First Call Resolution: First call resolution, or first contact resolution, tracks how many customer issues are resolved on the first call or interaction. Resolving customer issues quickly without repeated interactions with your agents generally yields happier customers.
Outsource Consultants
FEBRUARY 27, 2025
Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. This proactive approach has led to improvements in first-call resolution rates for many Indian call centers. Many centers use post-call IVR surveys to gather immediate feedback.
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