B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Aging
69%
69% -- first call resolution rate for North American call centers (2024)
Call centers across industries achieve an average First Call Resolution rate of 69%.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
69%
Unit
Percentage
Data Vintage
2024
Entity
Sample Size
500
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
SQM Group
Primary
Tier C
https://dialaxy.com/industry-solutions/what-is-call-bridging/ ↗
Source Article
What is Call Bridging and Why Businesses Use It?
Ready to transform your business telephony?
Dialaxy gives your team local numbers in 100+ countries, smart call routing, and a centralized dashboard — all set up in under 90 seconds.
Your customer is explaining a complex issue. Your agent realizes they need help from billing and tech support. What h…
Original Research
SQM Group
· Original study ↗
Methodology
SQM Group benchmarking research of over 500 North American call centers
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
North American call centers: 69% first call resolution rate. Source: SQM Group (2024). Via Lighthouse Intelligence -- https://lighthousedata.io/data/call-center-first-call-resolution-2024
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<blockquote cite="https://lighthousedata.io/data/call-center-first-call-resolution-2024" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>69%</strong> -- first call resolution rate for North American call centers<br><small>Source: SQM Group (2024) · <a href="https://lighthousedata.io/data/call-center-first-call-resolution-2024" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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