How do you monitor First Call Resolution?

[splash]

Hi,

I work for a technical support call center that offer support to customers who have problems with their Internet connection.

There are many cases when I have to close the call with a customer who need to check the cable connection, equipment conn and other stuff who are not in the same room with the telephone, and then to call him back or wait him to call back to resolve the problem.

How relevant in FCR in this case?

Thank for yours answers and advices!

/Adrian

[mhaqqi]

Hello Splash,

WIth respect your question, First-call resolution (first-contact resolution) is the percentage of calls that do not require any further contacts to address the customer's reason for calling. The customer does not need to contact the call center again to seek resolution, nor does anyone within the organization need to follow up.

First-call resolution and the related measure of "errors and rework" are a lasting outgrowth of the quality movement. Studies indicate that companies incur all sorts of additional expenses (many hidden and difficult to track) when callers` issues are not fully resolved with the first call. First-call resolution can be used as a management indicator to drive down costs and improve operational efficiency.

My advice for your current case is "If you can participate to develop your current software in collaboration with the software programmers to design user-friendly software that has facilitated the process for employees
to access data and to analyze/determine the various call types and to open/close complaints(tickets) and ticket duration as well as to measure the first call resolution. From various analyses, You can recommended if you can call-back the customer or wait for customer's call."

"At all, it depends on the nature of your project"

I hope this information is helpful to you.