The managers at Synopsis Telecom recently analyzed the efficiency and productivity levels of their call center executives.They were pleased to find that 85 percent of all customer complaints and queries were answered by executives during the initial call,without the customers having to call back.Which of the following call center metrics did the managers most likely use?
A)Time service factor
B)Average speed to answer
C)First call resolution
D)Transaction speed

Question

Quizplus · Accepted Answer

First call resolution is a call center metric which refers to the percentage of calls that can be resolved without having to call back.

The Managers at Synopsis Telecom Recently Analyzed the Efficiency and Productivity