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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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08-08-2003, 06:03 PM
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Technology call center First Call resolution
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! 
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09-02-2003, 12:47 PM
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You might want to contact a company like www.nohold.com
They might be a good fit for addressing these issues. A
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