Measure/Forecast Customer Service First Call Resolution Cost Savings

Measure and Forecast Cost Savings Attributable to Increases in First Call Resolution

 

Giva's first call resolution excel calculator tool allows CIOs and VPs of Customer Service to accurately forecast the cost benefits of programs to increase first call resolution such as using a knowledge base, investing in level 1 training, hiring more skilled level 1 personnel, etc.

The direct benefit of improved FCR is significant cost savings. Although hard to quantify, the indirect benefits are equally compelling:

  • Mean time to resolution is decreased, improving end-user productivity
  • Customer satisfaction increases
  • Up-tier resources can concentrate on higher level tasks, optimizing system performance and speeding other projects to ROI and completion
  • Job satisfaction improves for both Level 1 and Level 2 engineers
  • Relations between teams improve
  • Level 1 credibility builds, increasing utilization and opening the door for additional FCR opportunities

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use