Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
First Contact Resolution Rate | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to their problem or an answer to their question right then and there! In fact, research across many different industries bears this out. Customer satisfaction – for virtually any type of customer service – is strongly correlated with First Contact Resolution.
For a service desk, First Contact Resolution (FCR) is the percentage of contacts that are resolved by the Service Desk on the first interaction with the customer. For live calls or web chats, this means that the customer’s issue is resolved before they hang up the phone, or end the chat session. Calls or chats that require a customer callback, or are escalated to another source of support do not qualify for first contact resolution. For emails, which now account for a significant percentage of all service desk contacts, the de facto standard emerging in the industry is that resolution within one business hour of receiving a customer email counts as FCR.
FCR is typically measured in one of two ways...
Select Subject Area
First Contact Resolution Rate, FCR, Service Desk KPIs, Desktop Support KPIs, Call Center KPIs
Jeff Rumburg | MetricNet
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2017.