What does 'first contact resolution' refer to in customer service?

First contact resolution refers to the ability to resolve a customer's issue during the initial interaction, without the need for follow-up or additional communication. This concept is crucial in customer service as it directly impacts customer satisfaction and efficiency. When a customer's issue is resolved on the first contact, it not only enhances the customer's experience but also reduces the workload on service representatives by minimizing repeat calls or inquiries related to the same issue.

In this context, resolving an issue during that first interaction can enhance the perceived quality of service and build trust with customers, who appreciate having their problems addressed promptly and efficiently. It signifies an effective and well-trained support team that can manage customer inquiries competently.

The other options do not capture the essence of first contact resolution. Simply addressing queries via email does not guarantee resolution at the first point of contact. Transferring a call to a supervisor may indicate an inability to resolve the issue immediately, which can lead to dissatisfaction. Providing a generic response to complaints lacks the personalized approach necessary for effective problem-solving and resolution.