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First Call Resolution 2006 The Ascent Group conducted research during the late fall to better understand how different companies and industries are measuring and tracking First Call Resolution. More than 80 companies participated in the research. This is our third 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. 83 Companies from 9 industries and 10 countries participated in this research. Case studies for the following companies were also included in this research: Xerox Solutions • Washington Mutual • Public Service Electric & Gas • Soul Converged Communications • State of North Carolina • Yarra Valley Water • Newfoundland Power • The Hartford • Bell Aliant • Duke Energy • Florida Power & Light • Georgia Power • ING • Hewlett Packard • Origin Energy • PacifiCorp • Progress Energy • Source Medical • VicRoads • Xerox Channels Group This 138-page color report shares measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First call Resolution performance. In addition, we provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants. List of Exhibits from Report. Download a Research Extract from our report. Benchmark Your First Call Resolution Performance. Published: December, 2006 |
On-line Version: $325 CD-Rom Version: $350 Printed Report: $395
Shipping and handling charges ($15) added to CD-Rom orders and Printed Reports.
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