of organisations use remote control technologies to provide support.
About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
supportworld , support center , service management , first call resolution , customer experience , customer service , FAQ
No Result Found
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other excel in their careers. Today, they are sharing a recent discussion about first call resolution (FCR).
A: For live calls or web chats, FCR would include contacts where the customer's issue is resolved before they hang up the phone or end the chat session. Calls or chats that require a customer callback or are escalated to another source of support do not qualify for first contact resolution. For emails and web submitted tickets, which now account for a significant percentage of all service desk contacts, the de facto standard emerging in the industry is that resolution within one business hour of receiving a customer email or web ticket counts as FCR. (Jeff Rumburg covered this topic in a recent Metric of the Month.)—Angela I.
A: Anything closed by the call taker right away for sure. It can be same day, if you have to do research, again by the same tech. I'm still debating on what happens if the tech gets the answer from someone else and quotes them in the closure of the ticket. Currently, I am marking these as closed but not FCR. If it's closed by the same tech, but not in the same day, no FCR.—Josh S.
A: I manage an internal help desk and we have calls that come in that our analysts are unable to resolve due to coding issues etc. Interested to know if others include those types of calls when factoring FCR. Another question I have is how do folks deal with outage situations? Are those calls eliminated or included?—Sheryl W.
A: Any call I or the team takes, counts towards the overall numbers. So a coding issue would be logged over to second level, and we wouldn't count that as FCR—nature of the beast. However, during an outage, or something like that, those can go against FCR depending on the resolution. If we're giving the caller a workaround or quick answer, that's FCR for us during the issue—just had that happen last week as a matter of fact.—Josh S.
Life was easier when the primary or only channel for contacting the support center was telephone, and first call resolution meant just that: before the customer/user hung up the phone, they had a resolution. We also said that if there was a “warm transfer” (i.e., the phone call was still in progress and someone else provided the resolution), that was FCR, too, because it was still the same phone call. If you’re talking about actual first call resolution, resolving it in the same day is not FCR. It’s “same day resolution” or (if applicable) first level resolution.
When we start looking at other channels and talking about first contact resolution, what constitutes “first contact” gets a bit more difficult to define, and Angela (above) has it right.
Here’s the real question: Why are you defining FCR the way you’re defining it? If your purpose is to inflate the number of resolutions you can mark as FCR, that’s a problem. The purpose of tracking FCR is to show how effective (or not) your support center is at providing resolutions that are both accurate and fast. If your senior management is judging you based solely or primarily on your FCR rate, you’re incentivized to maximize that rate.
We don’t want our agents, reps, or analysts gaming metrics; we shouldn’t be doing it either.
Look at it from the customer’s point of view: If they can get the resolution on the first try, it’s FCR; if it takes research and a callback, it’s not.
—Roy Atkinson, Senior Writer/Analyst, HDI
No Result Found
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: email@example.com W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER