I work in the Financial Services Industry where we have several inbound Call centers. My company is looking to define and measure First Call Resolution. I'm looking for anyone who can refer me to literature to can help implement First Call Resolution

There are some good call center assocations that have a lot of what you might be interested in. I just joined call center networking group. It's at www.CCNG.com

Hi Chris85

Looking at industry standard definitions is useful in comparing yourselves with other inbound call centres that perform a similar function. The potential danger is that they don't stop you as an organisation being canned for poor service.

I've been working for some time with a major satallite media company that has call centres to provide customer service and tech support etc. They had a similar issue in a way. They were all over national TV for awful service levels and experiences. And they managed themselves, like many others, by using industry standard indicators.

There is only one way to truly define first call resolution. You ask the customers. You look at things from their perspective, and you build your processes around that. If you want to compare yourselves with other call centres, why not use customer satisfaction levels, and not whether 85% of calls are resolved on the first call, inside of 3 minutes etc etc etc.

Please DO refer to industry standard measures to help your own understanding of what is going on for your org and in others. Just don't forget the customer!!

Cheers

Martin

Hi, all,

I just wrote about First Call Resolution (FCR) in my blog, and included a link to an article you can read about it, too. Here's the link: First Call Resolution: Great Principle, Hard to Apply

Colleagues,

It would appear that the predicament outlined by Martin B. is more of customer perception and
customer expectation. Both seemed to have changed and really out of the training scope,save for a coordinated program.

Nero