The Importance of First Call Resolution(FCR) in Tech Support

As the Founder & VP of Services Research for the Service & Support Professionals Association (SSPA), I have been getting a lot of member requests regarding the true value of the FCR metric. It makes sense that if we can resolve customer’s issues on first call-in then they will be happier but how difficult is this to achieve? Should we be focused on fixing things at all cost or should we be more concerned about making sure that we use some form of triage in the front end of tech support? These are good questions and I have developed 15 factors that affect first call resolution (FCR) that must be considered before we start to push hard on our tech support reps to fix everything the first time. I will start my post of these factors and would love to get your feedback. Bill

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2 Responses to “The Importance of First Call Resolution(FCR) in Tech Support”

  1. Eric Harrington Says:

    I am looking forward to this Bill. We have found over the years that when it comes to technical support, there is only so much they can do – especially when the call is regarding a bug or a feature request. Technical support is not typically equipped to handle these issues because the developers, engineers and product managers are using a different tool (ie – a bug tracker)

    Having worked in technical support both as a rep and a director, I learned early on that the gap between support and development must be closed and they must use the same piece of software in order to be effective.

    To me, one of the biggest and most common problems is this; The customer calls or emails the Support staff but the problem is beyond what they can handle and must be passed over to the Developers and Engineers. Unfortunately, those groups use a different piece of software.

    At this point, the support staff, management and the customers lose visibility.

    It really depends on the nature of the first call. If it is something support can handle, such as operator error or changing a configuration file, that is great. But in many cases, the issue needs to be passed to someone that can actually solve the problem or add the feature – and if an organization has silo’s, this can be very frustrating to everyone, including the customer.

    When do you plan on posting your factors?

  2. Adem Says:

    Adem…

    […]The Importance of First Call Resolution(FCR) in Tech Support « Supportsense's Blog[…]…

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