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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. More than 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.
Published: January 2009
List of Exhibits from the report
Download a Research Extract from the report
Achieving First Call
Resolution 2009
On-line Version: $425
CD-Rom Version: $450
Printed Report: $495
A $15 shipping and handling charge ($25 for international orders) will be added to CD-Rom orders and printed reports.