Definition of Resolution Rates

Coming up with a viable solution for user-generated and customer complaints, problems, and issues leads to a resolution. Resolution rates refer to the rate of completed problem-solving transactions that wind up with a satisfied customer or user at the end or completion of the process. The resolution rates for today’s Websites have increased dramatically thanks to the efforts of design improvements and new technology advancements.

Specifically, instant chat technology has made it possible for web users to contact a staff member for a particular Website immediately. This action is referred to as a first call. First call resolution rates tend to increase when chat technology is employed simply because the line of communication remains open and static rather than broken and stagnant. Vital information is delivered instantaneously to the customer or Web user at a time when the information will prove to be the most useful, that is, when they are online.