In DreamHouse Realty's CTI implementation for inbound service, which metric is most likely to improve?

• A. Average days to close
• B. First call resolution
• C. Abandon rate
• D. Average handle time

Answer: (B)

CTI ties the phone system to the CRM so when an inbound call comes in, the agent instantly sees the caller’s record, history, and any active cases, and the system can route the call to the most appropriate agent. This immediate context and smart routing make it much easier to understand the customer's issue quickly and resolve it in a single interaction. For DreamHouse Realty, where inbound inquiries cover listings, appointments, and status updates, being able to pull up property details and lead information right away helps the agent address the question without asking the customer to repeat information or transfer the call. That direct improvement in resolving the customer's issue on the first contact is why first call resolution is the metric most likely to improve. Other metrics can also be affected, but they’re not as directly tied to the immediate efficiency and accuracy gains CTI provides.