Everyone in the customer service and call center industry knows that "one-call resolution" is the quintessential driver of customer satisfaction. It doesn't matter how friendly, personable or courteous you are with the customer. If you don't resolve the customer's issue(s) or can't resolve the issues because of flawed corporate policy, the level of customer satisfaction and loyalty is going to be diminished!
In tough economic times, one of the first money saving mantras from the executive offices is "decrease call time!" It makes sense. The fewer minutes you spend on the phone the lower the cost per call. Problems arise, however, when front line CSRs feel the pressure to cut call time without being given clear direction and training on how to eliminate call time without diminishing the service experience.
One of the common problems I hear when analyzing phone calls is CSRs who will resolve the customer's primary reason for calling, but refuse to acknowledge or resolve some of the secondary questions or concerns the customer brought up in the call.
One call resolution means resolving all the customer's questions and issues – not just the first one out of his or her mouth!