Monday, June 30, 2008

First-contact resolution rate

The phrase 'first-contact resolution rate' never entered my consciousness until I joined Instant Technologies. Sure, as a consumer, I had my fair share of frustration in dealing with companies with no apparent interest in answering my questions quickly and efficiently. I've navigated illogical autoattendants only to connect with the wrong person....who of course had no idea to whom I should be transferred. I've waited forever (in fact, I am still waiting) for callbacks from several companies.

Ken Landoline, VP and Principal Analyst at Saddletree Research, describes why first-contact resolution rate is one of the key criteria on which help desk and customer service organizations are measured:

“Our experience in customer contact center operations confirms that the inability to reach the right person the first time is a major driver of customer dissatisfaction in the customer service/contact center environment. Additionally, in many cases, poor first-call resolution performance has been shown to drive a significant share (in some cases, up to a third) of a call center’s overall operational costs.”

The same concepts apply to internal help desk operations—employee productivity plummets if they do not have access to the information and resources they need to do their jobs effectively…and employee frustration skyrockets if they must jump through multiple hoops to obtain the assistance they require.

If your company cares about customer satisfaction and/or employee productivity, you need to add presence-aware, real-time responsiveness to your operations.

For more on this topic, check out our solution brief.

Posted by Dan.