The Ascent Group, Inc.

Achieving First Call Resolution 2009

Improving Measurement, Usage, and Customer Satisfaction

The Ascent Group conducted research in the fall of 2008 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is our fifth study of first call resolution.

We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction. We also asked companies to provide their plans moving forward as well as lessons learned along the way. Nearly 100 companies participated in the study, including:

Pacific Gas & Electric	Consolidated Edison of NY
American Express	DHL Express
GMAC Insurance	Graco
Comcast	Bell Canada
NV Energy	Florida Power & Light
Yellow Transportation	AEGON Insurance
The Hartford	DirecTV
Canada Post	New York Life Insurance
Alltel	Discover Card
British Telecom	ING

 

Achieving First Call Resolution 2009 will share measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Call Resolution performance. In addition, we will provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.

Expected Publication: January 2009

List of Exhibits from the report

Download a Research Extract from last year's report

Benchmark Your First Call Resolution Performance