The Ascent Group, Inc.

Achieving First Call Resolution 2008

Improving Measurement, Usage, and Customer Satisfaction

The Ascent Group conducted research early in 2008 to better understand how different companies and industries are measuring and tracking First Call Resolution. 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.

Achieving First Call Resolution 2008 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.

Published: February 2008

List of Exhibits from the report

Download a Research Extract from the report

Benchmark Your First Call Resolution Performance