"Day in the Life" Demonstration

Business-to-Business Customer Support

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First Contact Resolution Report

Service requests resolved at first contact by the CSRs have several advantages for a company. First, they cost less. A request resolved at first contact costs less than half that of requests escalated to second level. The following Help Desk Institute and the Meta Group data indicates the cost to resolve a service request at the various support stage levels:

In addition, customer satisfaction is increased when the first person the customer contacts is able to resolve their problem. The First Contact Resolution report allows you to run the report for individual(s) and over a date range. The First Contact Resolution Trends report shows progress over a period of time and is valuable for management to monitor trends. These reports allow you to measure performance against goals.

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