With the clients we work with at Indigo Training, we stress the importance of NOT counting transferred calls as part of your first call resolution as this can and often does dramatically skew the results and stats for the service centre.
Answer for Can you please advise how you use your call centre wrap up codes. What do you class as 'Resolved'? And how does this fit in with first call resolution? If we complete a call at first point, or the transfer was successful, we close this off as 'Resolved'. Just interested to see how other Councils use their wrap up codes. Thank you :)