The process of successfully handling a customer contact or transaction. Ideally on the first interaction, by one representative, to the customer’s satisfaction and in line with internal quality standards. Not achieving a resolution may result in the customer giving up on the request out of frustration or taking the business elsewhere after a failed attempt by the company. In either case, the customer may also leave negative satisfaction feedback on various platforms, impacting opportunities with potential customers.
Acronyms/ Synonyms: Call Resolution