Archive for October, 2009

Fifteen Factors that Affect First Call Resolution (FCR) in Tech Support

October 9, 2009

There are three distinct areas that have the greatest impact on customer satisfaction for technology services customers; Response time, Resolve time, and Status updates.  We define Response Time as ‘the time it takes for a customer to reach a qualified support rep” and Status Updates is defined as “keeping the customer informed about the status of open cases in a timely fashion”.  Although these are simple definitions we can almost always understand what their true meaning is.  Where we run into problems is in defining “Resolve time” and agreeing upon that definition.  One example would be “the time it takes to resolve a customer’s issue to their satisfaction”.  This is not a bad definition but there are so many different interpretations of “resolve”, “issue”, and “satisfaction” that we sometimes get confused about how we can measure resolve time. (more…)