First Contact Resolution Isn't the Finish Line You Think It Is
Councils with excellent First Contact Resolution scores can still be drowning in avoidable calls, because the metric says nothing about the contacts that should never have happened.
First Contact Resolution only measures how well councils handle contact that reaches them, not why residents are calling in the first place. NMC's work with Cardinia Shire Council found customer service measures alone cut repeat road and drainage requests by only around 10 per cent, while reductions beyond 35 per cent required capital investment and predictive software. For councils, this means failure demand reduction depends on organisational investment and governance, not just contact centre performance metrics.
