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Source - HDI Report

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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

Key Performance Indicator (KPI) Bulletin 4 - First Call Resolution Rate

Welcome to HDI's Key Performance Indicator on First Call Resolution Rate. The KPI Bulletin series consists of 12 short books that collectively define a set of values that are used by Support Organisations to measure against and help set and reach goals in the areas outlined. Key Performance Indicators may also be known as Key Success Indicators (KSI) and these terms are interchangeable. Definition - First Call Resolution Rate: The percentage of calls that DO NOT require ANY further teleph...More >>


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