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What should be the ideal definition of “First Time Resolution” cases?

April 26, 2017cases definition

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What should be the ideal definition of “First Time Resolution” cases?

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Customers may call or write their queries to customer services. These queries may be resolved immediately on the call and may require some additional input from other departments.Should such cases be considered as NFTR’s (Non First Time Resolution) since they were referred to other departmnents or should they be considered as FTR’s considering that though they could not be resolved immediately, but eventually after seeking more information, they were satisfactorily resolved.