What does the term "first call resolution" mean?

The term "first call resolution" refers to the practice of successfully addressing and resolving a customer's issue during their initial contact with customer service, meaning the customer does not need to make any follow-up calls. This approach is highly valued in customer service as it enhances customer satisfaction, reduces the workload on customer service representatives, and can be more cost-effective for the company. It reflects a commitment to efficient and effective service, whereby the representative is equipped with the knowledge and resources to address and solve various customer problems on the spot.

In contrast, the other options suggest practices that do not align with the goal of first call resolution. Taking multiple calls to solve one issue indicates inefficiency and could frustrate the customer, while ending calls quickly may imply that the representative is prioritizing speed over quality of service. Finally, escalating every issue to management bypasses the opportunity for resolution at the first point of contact, which is contrary to the essence of first call resolution.