[mikael]

Sue,

Do you have a call-tracker system in place? Wherein all incoming calls to your team are logged together with their dispositions?

If you don't have a tracking system, or if your group is not logging all calls, determining your First Call Resolution Rate is going to be difficult.

If you do, and your team is using it properly, the only thing you'll need to check is to compare what the phone switch reports as your total incoming call number against what your tracker system thinks is the total.

You'll also want to run a report against the tracker database to determine if some customers have called in multiple times within a short time frame. If you find some multiples, then go into the tracker and pull up those call records to see if in fact they are about the same subject (which would indicate that instead of re-opening a case, your reps are creating a new one.) If you find multiple cases where it should have been a single one with multiple calls, obviously you have to factor that point into your calculations. If there are only a couple of cases, then you probably can let it go. If, on the other hand, there are a lot of them, then some corrective action is indicated. (Where you usually get this sort of game is when you've made a big deal out of the FCRR in the performance evaluations for your reps, or when keeping the AHT down has been stressed.)

Hope this helps.