Tag Archives: customer service

Complaints not resolved on first call

Definition:
Number or percentage of complaints that have not been resolved after the first call of the complaining customer. This is a measure for the effectiveness and knowledge of the call agents. It is important to make sure that complaints that are registered as resolved are really resolved, best accorded by the customer.

Calculation:
Sum of unsolved complaints that is not resolved after the first call

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace