Which metric influences customer satisfaction? (Choose 2)

First call resolution is a critical metric influencing customer satisfaction as it reflects the ability of a service representative to resolve a customer's issue during the first interaction. When customers do not have to make follow-up calls to address ongoing issues, their overall experience improves significantly. Achieving high first call resolution rates indicates effective communication, problem-solving skills, and a solid understanding of the company's offerings, all of which can lead to increased customer trust and loyalty.

In addition to first call resolution, call quality also plays an essential role in determining customer satisfaction. High call quality ensures that customers feel heard and understood, and it contributes to a positive interaction. This metric encompasses various elements such as the tone of voice, adherence to scripts, and the effectiveness of the agent's responses. Good call quality can enhance the customer's perception of the service they receive, making them feel valued and supported.

These metrics provide direct insight into the effectiveness of customer service efforts and are closely linked to overall customer satisfaction.