First-Call Resolution
Definition
First-call resolution is the percentage of service calls that are fully fixed on the technician's first visit, with no return trip required.
What First-Call Resolution Means for Your Business
What it means
First-call resolution measures whether you actually fixed it the first time. If a tech has to come back for parts, a second set of hands, or a missed diagnosis, that counts against the rate.
Why it matters
First-call resolution is the single biggest lever for profit, customer satisfaction, and reviews. Every callback doubles the cost of the job and destroys the margin on the original call. Top shops hit 85% or better.
How contractors use it
Shops measure it per tech and per call type, then train to the gaps. Truck stock, price books, and mobile diagnostics all feed first-call resolution. Some shops tie tech bonuses directly to it.
Real-World Example
An appliance repair company lifted first-call resolution from 68% to 89% over 12 months by adding common parts to every truck. That saved roughly 420 callbacks at $140 each, or $58,800 in recovered margin.
Related Terms
Callback
A callback is a return trip to a customer's location to fix work that was not completed correctly on a previous visit.
Truck Stock
Truck stock is the inventory of parts, tools, and materials a technician carries on their service vehicle to complete common jobs without a supply house trip.
Technician Utilization Rate
Technician utilization rate is the percentage of a tech's paid hours that are actually billed to customers as productive work.
Service Call
A service call is a single customer request for a technician to come onsite, diagnose an issue, and perform repair or maintenance work.
Warranty Work
Warranty work is labor or parts replacement performed at no cost to the customer because the issue is covered under a prior repair, install, or manufacturer warranty.
Put This Into Practice with Free Software
Kaldr Tech handles first-call resolution and everything else you need to run your shop. $0/month, 3.5% + 30¢ per transaction.