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Telephone calls resolved without a transfer to a specialist

Ko ngā waea katoa i whakatauria ai, ā, kāore i whakawhiti atu ki tētahi mātanga

June 2020

About this goal

​We measure the percentage of calls resolved by the first customer service representative. This gives us an indication of calls that reach a resolution quickly and effectively.

Importance of this goal

We need to ​enhance and maintain the customer experience by resolving calls at first point of contact.

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