Metrics that Matter: First Contact Resolution

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service delivery organization conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly, because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly. Nine times out of ten, when customer satisfaction needs improvement, this can be achieved by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including technician training, investments in knowledge management, and remote-control tools. Learn how to capture and calculate FCR in this new MetricNet webcast! Additionally, Jeff Rumburg will share the key drivers of FCR, benchmarking ranges for FCR, and explain the critical difference between Net and Gross FCR.

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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.