Complaints Not Resolved on First Call Metric

Measure the total number of complaints that required additional calls to be resolved.

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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

Related Metrics & KPIs

Complaints Received

Complaints Received

Speed of Answer

Speed of Answer (SA)

Overdue Service Requests

Overdue Service Requests

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