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Achieving First Call Resolution

Achieving First Call Resolution

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Achieving First Contact Resolution

The Ascent Group is conducting research to better understand how different companies and industries are measuring and tracking First Contact Resolution. This is our 9th study of first call resolution. We expect to publish the updated research in early 2017. 

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We ask companies to share measurement strategies and experiences to identify the practices that lead to higher first contact resolution and ultimately to higher customer satisfaction. We also ask companies to provide their plans moving forward as well as lessons learned along the way.

Achieving First Contact Resolution shares measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Contact Resolution performance. In addition, we provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.

8th Edition: Published in April 2014 is available for purchase.

9th Edition: Expected Publication in early 2017

The 8th edition of Achieving First Contact Resolution is 152 pages of insightful analysis, benchmarking results, lessons learned, and winning strategies to increase FCR performance.

We present the following Analysis & Graphs in this Report:

  • First Contact Resolution Findings & Trends
  • Innovative or Winning Strategies
  • Industry Comparisons of First Contact Resolution
  • Contact centers per Company
  • Hours of operation
  • Countries represented
  • Industries represented
  • Total inbound calls
  • Abandoned Calls
  • Agents per Center
  • Average span of control (reps per supervisor)
  • FCR Measurement Framework
  • FCR Measurement Basis
  • Measurement Approach by Industry
  • Years Measuring First Contact Resolution
  • Top 5 Ways to Promote First Contact Resolution
  • Improving First Contact Resolution
  • Participant Successes
  • Ask Callers if Issue Resolved?
  • Post-Call Survey Strategies
  • Post-Call Results Tied to Performance?
  • Availability of Post-Call Survey Results
  • CTI for Post-Call Surveying?
  • Agents Know Post Call Surveyed?
  • Automatically Survey Repeat Callers?
  • Access Post-Call Detail?
  • Caller Opt In/Out Post Call Survey?
  • Percent Callers Surveyed Daily?
  • Post Call Survey Development
  • Avoiding Oversampling
  • Post-Call Strengths/Weaknesses
  • Post-Web/Email Survey Strategies
  • Availability of Post-Web/Email Results
  • Automatically Survey Repeat Web Visitors or Email Respondents?
  • Access Post-Web/Email Detail?
  • Percent Web Visitors or Email Respondents Surveyed Daily
  • Post Post-Web/Email Survey Development
  • Post-Web/Email Strengths/Weaknesses
  • Top 5 Ways to Achieve First Contact Resolution
  • Recent Technology/Process Improvements
  • Lessons learned
  • List of Participants