[bmiller9b]

Looking for Courtesy call rates or first call effectiveness or any other of a dozen names you might call it. Are there some industry averages somewhere regarding call center diagnostic rates first call effectiveness of diagnosing the failure and ordering the correct part for a repair? Is there a figure from Gartner or Forester or one of those groups regarding this? I know this is all very disjointed but as a marketing person I'm not certain how to ask the question. Need the information for a collateral piece I am wrtiing.
Thanks!