What measures the percentage of incidents resolved to a customer's satisfaction at the first point of contact?

First Contact Resolution refers to the percentage of customer support incidents that are resolved during the initial interaction between the support technician and the customer. This metric is crucial in customer support environments, as it directly impacts customer satisfaction and the overall efficiency of support operations. When issues are resolved at the first point of contact, it reduces the need for follow-ups, minimizes the customer's effort, and enhances their experience with the service. High first contact resolution rates are often indicative of well-trained support staff and effective processes, leading to increased customer loyalty and satisfaction.

This metric is distinct from frameworks and escalation procedures, which are more about structuring support processes rather than measuring success in terms of customer satisfaction with immediate resolutions. Emotional intelligence is also not a measure of incident resolution but rather a skill that can enhance a technician's ability to interact effectively with customers during support interactions.