B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
70%
70% -- first contact resolution rate for average contact center (2025)
According to SQM Group's 2025 benchmark, the average contact center's first contact resolution rate is about 70%.
- The source specifies 'about 70%'
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Lighthouse Research Team
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Source verified
Evidence graded
Value
70%
Unit
Percentage
Data Vintage
2025
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
SQM Group
Primary
Tier B
https://execsintheknow.com/magazines/july-2026/stop-modernizing-your-contact-center-start-resolving-… ↗
Source Article
Stop Modernizing Your Contact Center. Start Resolving Now.
| Stop Modernizing Your Contact Center. Start Resolving Now. |
The only choice isn’t rip-and-replace or wait for your vendor. The fastest path to AI is adding resolution on top of whatever you already run.
by Marnie Skehan, CX Strategist, Vapi
Ask a CX leader how they plan to modernize the contact c…
Original Research
SQM Group
· Original study ↗
Methodology
SQM Group contact center industry benchmark
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
average contact center: 70% first contact resolution rate. Source: SQM Group (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/contact-center-first-contact-resolution-70-percent-2025
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<blockquote cite="https://lighthousedata.io/data/contact-center-first-contact-resolution-70-percent-2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>70%</strong> -- first contact resolution rate for average contact center<br><small>Source: SQM Group (2025) · <a href="https://lighthousedata.io/data/contact-center-first-contact-resolution-70-percent-2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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