What is Resolution Rate?
Resolution rate is a key performance indicator (KPI) that measures the percentage of customer issues resolved by a call center within a specific time frame or on the first interaction. A high resolution rate typically reflects strong agent performance and customer satisfaction.
Why Resolution Rate is Important
– Reflects call center effectiveness and efficiency
– Directly impacts customer satisfaction and retention
– Helps identify performance gaps and training opportunities
– Supports strategic decision-making and service improvements
How to Calculate Resolution Rate
Resolution Rate = (Total Resolved Cases / Total Cases Handled) × 100
You can apply this formula to specific agents, teams, shifts, or time periods for performance tracking.
Types of Resolution Metrics
First Call Resolution (FCR)
Measures the percentage of issues resolved in the first customer interaction without follow-up.
Total Resolution Rate
Includes resolutions across multiple interactions and channels.
Self-Service Resolution Rate
Tracks how often customers resolve their own issues via knowledge bases, IVR, or chatbots.
How to Improve Resolution Rate
– Provide agents with better tools and training
– Optimize call routing and escalation paths
– Maintain an up-to-date knowledge base
– Monitor and review unresolved cases regularly
– Encourage follow-through and documentation
Related Topics for Further Reading
– First Call Resolution (FCR)
– Agent Training
– CSAT (Customer Satisfaction Score)
– Knowledge Base
– CRM Integration
