What is the First-Level Resolution?
First-Level Resolution (FLR) is a key performance indicator used to measure customer service efficiency. It allows for determining the percentage of inbound issues or problems resolved at the first point of contact with the company without requiring further escalation or follow-up.
First-Level Resolution can apply to diverse types of issues, including:
- Technical problems
By evaluating First-Level Resolution and keeping it to its appropriate level, an organisation can increase customer satisfaction, minimise the effort required to serve the individuals and reduce operational costs referring to that.
It is also worth mentioning that some companies may use alternative metrics to FLR, such as First Contact Resolution (FCR), which measures the percentage of issues resolved on the first contact with the customer, regardless of the level of support involved.