How important is First Time Resolution?

Very, but it is not everything.  From both a cost to serve and customer effort point of view it is the ideal solution, yet realistically it is not always achievable.

In these cases, the execution of a resolution rather than the number of contacts required is more important. These are the moments of truth when you prove yourself to your customers, and which when handled well, can build trust and the customer relationship. I have often seen stronger advocacy scores from customers who have required multiple contacts, due to the opportunity to reinforce the relationship.

Most customers are pragmatic enough to understand that certain actions cannot be resolved the first time.  What they want from you in these situations is honesty, proactivity and to be kept informed.

First and foremost, be honest. If it can’t be resolved, tell them. Nothing angers a customer more than the promise of a resolution that does not materialise.

Be proactive, take the onus off the customer for the next contact. Tell the customer when you will next make contact, and ensure you follow up (even if there has been no resolution).

Which leads to the final point, keep your customer informed. If you are still working on a resolution, tell them, and set a time for the next contact. Frustration builds when a customer is left not knowing if their case is in hand, and they also start to look at alternatives….

Ultimately it is how you reach, rather than how quickly you reach a resolution that matters.