ACCA Applied Knowledge · Management Accounting · Performance measurement - overview
A call centre handled 12,000 calls in a month. Of these, 1,800 were not resolved at the first contact and 600 were abandoned by callers before being answered. What was the first-contact resolution rate, measured as a percentage of calls handled that were resolved at first contact? (Assume abandoned calls are not part of the 12,000 handled.)
The first-contact resolution rate is 85%. Of 12,000 calls handled, 1,800 were not resolved first time, leaving 10,200 resolved, which is 85% of the total. Abandoned calls are excluded because they were never part of the calls handled.
- A85%Correct
- B80%
- C90%
- D95%
Explanation
Calls resolved at first contact = 12,000 - 1,800 = 10,200. Rate = 10,200 / 12,000 = 85%. The 80% option wrongly deducts the abandoned calls as well (9,600/12,000), although they are not part of the calls handled.
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