Giva Blog
Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Cost Savings of First Call Resolution (FCR) Improvement

Help Desk First Call Resolution (FCR)

Techniques to Improve First Call Resolution

First call resolution (FCR) is one of the standard help desk metrics to evaluate performance because resolution timeliness is a major factor in customer satisfaction. It is an important metric to measure the success the help desk is having resolving routine requests.

This white paper contains a case study of a client who engaged on-site help desk services with CDC Global Services. The client was receiving 3,000 calls to their help desk per month due to a desktop, server, and messaging migration and their FCR dropped as low as 35%.