Complaints Not Resolved on First Call
Measure the total number of complaints that required additional calls to be resolved.
Overview
Not all complaints can be solved with just a single call. The Complaints Not Resolved on First Call metric monitors the total number of complaints that were unable to be completely dealt with during the initial call.
Formula
(Complaints that were not solved on the first call/Total complaint calls)x100
Reporting frequency
Weekly
Example of KPI target
20% not resolved
Audience
Support Manager, Support Team
Variations
Complaints requiring additional calls
First call non-resolution rate
