Measure/Forecast Customer Service First Call Resolution Cost Savings

Posted: January 21, 2014

Last Update: January 21, 2014

Categories: Insights For Customer Service Leaders , Outsourced Customer Service, Outsourced IT Help Desk, Healthcare, Outsourced Call Center, Technology, Insights For CIOs & IT Directors , Software as a Service-SaaS, Help Desk Best Practices, Hospitals, Customer Service Best Practices

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

Measure/Forecast Customer Service First Call Resolution Cost Savings

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