The Ascent Group, Inc.

Service Delivery Advantage

Achieving First Call Resolution 2010

List of Report Analysis & Graph Exhibits
  • First Call Resolution Findings & Trends
  • Innovative or Winning Strategies
  • Industry Comparisons of First Call Resolution
  • Call 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 Mesurement Framework
  • FCR Measurement Basis
  • Measurement Approach by Industry
  • Years Measuring First Call Resolution
  • First Call Resolution Performance by Industry
  • First Call Resolution a Component of Agent/Supervisor Performance?
  • First Call Resolution a Component of Support Staff Performance?
  • First Call Resolution a Component of Managerial/Exec Performance?
  • Top 5 Ways to Promote First Call Resolution
  • Improving First Call 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
  • Top 5 Ways to Achieve First Call Resolution
  • Recent Technology/Process Improvements
  • Lessons learned
  • List of Participants

Achieving First Call
Resolution 2010

On-line Version: $425

CD-Rom Version: $450

Printed Report: $495

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