First call resolution

[Valerie Heimerich]

We currently have a service level of 80%/30 seconds. Upper management has become interested in first call resolution, so we're trying to learn more. Does anyone get measured by FCR? If so, do you get measured by anything else as well, like ASA, abandons, or service level?

Thanks,
Val
heimerichv@amerigas.com

[CreativeWolf]

Hi,

FCR & Service Levels are seperate metrics.

FCR, CSAT, TPR comes under customer satisfactory metrics & Service Level, Abandon Rate, ASA falls under Service Level Metrics.

Yes, especially for a Tech call center, FCR, TPR, CSAT will be key metrics along with the regular service level metrics.

/CW

[anthrax]

Yes he is right you can link FCR to CSAT directly and not to SL its good thing to track as this has a profound impact on CSAT than SL and one of the way it can be achieved is by ensuring the associates have a good domain.
In a way FCR will impact ur SL but in a log run u will see the impact this is how it will happen
Good domain --->Good percentage of FCR----->LESS CALL BACKS BY DISSAT CUSTOMERS------>Lesser calls on hold------->More calls will be picked up quickly---------> SL rises

WHAT DO U THINK ABOUT IT?

anthraxo@rediffmail.com