B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
15%
15% -- csat drop per callback for contact centers (SQM Group research) (2026)
Every callback drops CSAT by roughly 15%.
- Approximation (~15%)
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
15%
Unit
Percentage
Data Vintage
2026
Entity
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
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Service Quality Measurement Group (SQM)
Primary
Tier B
https://www.revos.ai/blog/first-contact-resolution ↗
Source Article
FCR: First Contact Resolution Benchmarks (2026)
On this page
First Contact Resolution (FCR) is a customer-support metric calculated as (Resolved on first contact ÷ Total contacts) × 100
, where a "resolved" interaction needs no follow-up call, email, or escalation. The industry standard is 70-79% healthy, 80%+ world-class (Service Quality Measure…
Original Research
Service Quality Measurement Group (SQM)
· Original study ↗
Methodology
SQM Group benchmark research
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
contact centers (SQM Group research): 15% csat drop per callback. Source: Service Quality Measurement Group (SQM) (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/callback-csat-drop
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<blockquote cite="https://lighthousedata.io/data/callback-csat-drop" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>15%</strong> -- csat drop per callback for contact centers (SQM Group research)<br><small>Source: Service Quality Measurement Group (SQM) (2026) · <a href="https://lighthousedata.io/data/callback-csat-drop" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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