Search Content
find
CATALOG
Data Infrastructure
Data Tools
Desktops, Laptops and OS
Enterprise Applications
IT Infrastructure
IT Management
Networking and Communications
Security
Servers and Server OS
Software and Web Development
Storage
Dashboard
News
My ITmodelbook
Messages
Events (0)
CONNECTIONS
more
Connect
with other members or
invite
your contacts to the community.
+ invite connections
GROUPS
more
Join
an existing group to participate in the group discussions or
create
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
MY RESOURCES
more
Find
info or
add
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
Online Users=0
Resources you may like
First Contact Resolution Rate | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
or
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...
Level
Select Level
Subject Area
Select Subject Area
Keywords
First Contact Resolution Rate, FCR, Service Desk KPIs, Desktop Support KPIs, Call Center KPIs
Offered by
Jeff Rumburg | MetricNet
URL
Files
The resource is available from the link above.
Bookmark to
My ITmodelbook
add
Group ITmodelbooks
Latest reports from top IT companies:
SAP
HP
Janrain
HubSpot
PrepLogic
Motorola
BNP Media
Informatica
Microsoft
Jobvite
© ITmodelbook 2012-2024.
sitemap
about
privacy
terms
help
do not sell my personal information