First Contact


It is the first point of contact between the customer and the company. Calls made by customers to the call center are called first level. If the customer's need cannot be met or the problem cannot be solved, it is forwarded to the [[back office]], that is, to the second level. The ratio of resolving the customer's needs at the first level is a [[metric]] that is followed by the companies and efforts are made to increase it (See:[[First Contact Resolution]]).

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