Call resolution

What does call resolution mean? 

Call resolution is an important metric that measures a call center’s ability to resolve customer issues, questions or needs when they call. Your call resolution rate determines how efficient your call center is and how satisfied your customers are. The key benefits of call resolution include: - 

1. Better CSAT scores 
2. Low operational costs 
3. More cross-selling opportunities 
4. Decrease in customer churn rate 

Four ways to measure call resolution 

There are four ways to understand call resolution and measure it. 

1. Post-call survey 

You can collect the most accurate data for measuring call resolution with post-call surveys. You can request customers to take this survey immediately after their call with your agent ends when the conversation is still fresh in their minds. 

2. Email survey 

You can email feedback surveys to customers immediately after a call, without pressuring them to respond right away. Apart from call resolution rate, you can use email surveys to calculate other customer service metrics, like: 

• Net promoter score (NPS) 
• Customer satisfaction (CSAT) 
• Customer effort score (CES) 
• Customer retention rate (CRR) 

3. IVR survey 

After helping a customer resolve their query, your agents can ask them if they wish to share their feedback. If the customer responds positively, transfer the call to the interactive voice response (IVR) system and collect their feedback. 

4. CRM 

Your agents can export customer feedback to your customer relationship management (CRM) system with remarks against each ticket, like resolved, customer satisfied, query escalated, etc. You can also set up your CRM to monitor how often customers call your support team to resolve the same query within the next 30 days.