What is meant by first contact resolution in customer service?

First contact resolution refers to the practice of resolving a customer's issue during the customer's first interaction with a support representative, without the need for follow-up communications or additional contacts. This metric is critical in customer service because it directly reflects the efficiency and effectiveness of the support process. When incidents are resolved in a single interaction, it not only enhances customer satisfaction by providing immediate solutions but also optimizes the resources of the support center by minimizing repeat contacts for the same issue.

Achieving a high percentage of first contact resolutions can lead to increased customer loyalty and a positive perception of the company's service quality. It demonstrates that the support team is well-trained, knowledgeable, and capable of addressing customer needs promptly.