Call Resolution Rate
Percentage
The percentage of calls where the customer's issue is resolved in a single interaction. This metric directly correlates with customer satisfaction. A higher resolution rate indicates that customer issues are being addressed effectively without the need for multiple callbacks, which can increase trust and loyalty.
Formula
(Number of calls with issues resolved / Total number of handled calls) x 100
Example
If out of 100 handled calls, 85 had their issues resolved, the Call Resolution Rate would be 85%.