SupportIndustry.com, an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topic of First Contact Resolution.
SupportIndustry.com surveyed its members - senior level service and support professionals - in March 2010 and nearly 100 people responded. Key findings include:
- 59.7% of support professionals responding indicated their company currently measures FCR.
- 38% of respondents reported that less than 20% of calls are escalated. Interestingly, nearly 27% reported they do not measure this at all.
- The survey asked respondents what the overall level of complexity was of the products they support, with over half (52.5%) citing their products as complex.
- When correlated to the level of incidents escalated to Level 2, the report found that 23.4% of those who support complex products have 20% or more of their contacts escalated to Level 2.
The full report is available for free to all SupportIndustry.com members. Visitors can also view and excerpt of the data at http://www.supportindustry.com/researchinsight_FCR.htm.
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