If First call Resolution has an inverse relationship with Average Handle Time and other efficiency-based call center metrics, why spend any time thinking about it? Improving First Call Resolution also improves customer satisfaction (CSAT).
Customers dread being placed on hold, getting transferred to other agents, and explaining their situations over and over again. Forcing customers to expend a lot of energy is not a good idea. And doing so will only erode your CSAT (customer satisfaction) score in the long run.
Customers want easy—not complicated. They want one interaction with support requests, not a bunch of repeat calls. Give customers what they want, and you’re sure to see a boost in CSAT.