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

First Contact Resolution (FCR) By Agent Report

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How many of your customers' issues are resolved on the first contact? It sounds like it should be easy to measure, however many companies have found it difficult to define first contact resolution, much less measure it consistently. Tactics to measure first contact resolution vary greatly from company to company. Our survey confirms this. While some companies are measuring first contact resolution, many are not and would like to.

Customers expect to bring a problem or question to your attention and have it resolved in a timely manner. Not all inquiries can be resolved immediately or on the first contact. However, advances in technology, increasing employee empowerment, and scrutinizing evaluation will increase the number that can.

80% first contact resolution performance sounds good. Yet with an 80 percent first contact resolution, 20 percent of customers require multiple contacts with your company to achieve resolution. An 80 percent first contact resolution means your customers average 1.2 contacts to resolve a question or issue. The 20 percent repeat contacts represent increased call volume and field visits, inflated operating expenses, and most importantly, dissatisfied customers. Dissatisfied customers are more likely to defect and more likely to tell others about their experiences.

First Contact Resolution (FCR) is a critical determinant of customer satisfaction, making FCR one of the more powerful customer care metrics. Improvement in FCR brings the best of both worlds—improvement in efficiency and effectiveness. You don't have to worry that you are sacrificing quality because you are reducing costs, or vice versa. When you improve FCR you're improving quality, reducing costs, and improving customer satisfaction, all at the same time.

Measuring First Contact Resolution is the first step towards improvement. Due to the nature of what is being measured—an outcome—it can be challenging. Our research identified four primary measures—three of which are internal approximations of First Contact Resolution, the fourth provides true customer feedback and perception. While each approach has its application, customer perception is king—the customer's evaluation is what matters most.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

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Measuring IT Help Desk Escalations-Trends Report

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Escalations occur when a case is not handled within the times you set for response or resolution according to your Service Level Agreements. The goal is to minimize escalations. This is particularly important for high severity level service requests. This customer service report allows you to monitor individuals, service groups, or customer locations for escalation performance. This report can also help you to monitor all situations and intervene proactively to minimize escalations.

Escalations do occur for various reasons, but it is the trend over time that is more important to measure because it reflects underlying problems.

If the request requires advanced-level technical assistance, or technical assistance from another group to resolve the issue, the Help Desk Analyst will escalate the ticket to the Help Desk Supervisor or an advanced-level support team member. Help Desk Team Members are responsible for notifying the requestor when an issue has been escalated.

The Help Desk Supervisor or advanced-level support team member will determine if a resolution can be reached, or whether the ticket needs to be further escalated. If the issue can be resolved without further escalation, the Help Desk Supervisor will assign the ticket to a member of their team, noting the assignment (change of ownership) in the ticket. The Assignee will update the customer according to the response-time commitment grid until resolution can be achieved, resolve the matter, document the resolution, close the ticket, and notify the requestor of the resolution. If the issue cannot be resolved, the Help Desk Supervisor or an advanced-level support team member will update the tracking system with relevant comments, escalate the ticket to the proper support team, and notify the end-user that the issue has been escalated. The advanced-level support team will update the customer according to the response-time commitment grid until resolution can be achieved, resolve the matter, document the resolution, close the ticket, and notify the requestor of the resolution.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

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IT Help Desk - Example Service Level Agreements & Report

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These are some examples of Service level Agreements:

  • Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc.
  • Service-based SLA: An agreement for all customers using the services being delivered by the service provider. For example:
    • A car service station offers a routine service to all the customers and offers certain maintenance as a part of offer with the universal charging.
    • A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of offer with the universal charging
    • An email system for the entire organization. There are chances of difficulties arising in this type of SLA as level of the services being offered may vary for different customers (for example, head office staff may use high-speed LAN connections while local offices may have to use a lower speed leased line).
  • Multilevel SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.
  • Corporate-level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues are likely to be less volatile and so updates (SLA reviews) are less frequently required.
  • Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.
  • Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Service Performance Metrics Reports

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This customer service report shows SLA compliance over a period of time. Managing trends toward a higher goal can dramatically increase customer satisfaction.

Service level agreements can contain numerous service performance metrics with corresponding service level objectives. A common case in IT service management is a call center or service desk. Metrics commonly agreed to in these cases include:

  • ABA (Abandonment Rate): Percentage of calls abandoned while waiting to be answered.
  • ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
  • TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
  • FCR (First-Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.
  • TAT (Turn-Around Time): Time taken to complete a certain task.

Uptime is also a common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, number of scheduled maintenance windows, etc.

 

Many SLAs track to the Information Technology Infrastructure Library specifications when applied to IT services.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Help Desk Service Level Agreement Detail Report By User

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Drill down on the 239 tickets outside of the SLA.

Now review the detail to determine why these tickets are out of SLA. You can sort all headings to get see patterns and export to a PDF or CSV file and send to others as appropriate. Perhaps you can see if there is a common problems with a group of categories which is the "nature of request". On the right column, you can see the business days over/under SLA.

An important best practice is to never stop the SLA clock from ticking so that problems are not hidden. Giva has the ability to put a ticket on "hold" which is a type of designation whereby the amount of time the ticket was on "hold" is automatically calculated and booked into the ticket history as a note when the ticket is taken off "hold". So, if a tickets is out of SLA you can easily trace this back to a specific reason. Also, Administrators have the ability to back date the close of a ticket and a reason is required. There is also a report that shows tickets where the close was backdated.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Average Close Time-Service Level Agreement Report

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This is a great report to help you focus on the focus on the tickets that are out of SLA.  You can see that Average Close Time in business hours and the percent within SLA.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Help Desk Service Level Agreement Compliance Report

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Similar to the Customer Satisfaction Report. You want to be able to slice and dice an SLA compliance report.

This customer service report provides the ability to see SLA compliance from the perspective of Service Groups, Departments, Locations, Regions, Creators, Assignees and Customers. For example, a particularly challenging customer may complain that the Customer Service organization is not providing an adequate level of service. This report will show you exactly how the Customer Service organization performed over time with any specific customer. This report can also help you evaluate the contribution that Assignees and Creators are making to customer satisfaction.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Respond and Resolve-Service Level Agreements

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How will you prioritize the blizzard of requests from employees or customers? Do your best to prioritize requests based upon their impact to revenue generation.

Respond and resolve times will properly set expectations. See Giva whitepaper on SLAs:

https://www.givainc.com/wp/implementing-service-level-agreements-slas-writing.htm

This whitepaper teaches you how to prepare your customers for SLAs, how to write an SLA and how to get buy-in from customers/employees. An SLA is really an agreement between the support organization and your customers.

Respond and resolve times should be associated with each severity level.

Downtime from major outages or product failures, also need to measure the impact in terms of # of customers and quantify the # of hours of customers not productive. Giva Tsunami ticket report will show the number of hours and how many people affected.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Help Desk Customer Satisfaction Trends Report

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Good to look at raw data, but also need to see data in a trend line. See where you are going? What happened and why significant changes over time?

This report shows the results of the customer satisfaction surveys in the form of a trend report. This is very useful when used in conjunction with the SLA Compliance to demonstrate the level of service provided and the level of customer satisfaction your team is delivering to customers.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Service Desk Customer Survey Metrics

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This is another set of survey results. It is from a simple 1 question survey from the prior slide. Rate us and provide written feedback. Drilling down on the bottom is from Col 4. Clicking on the 480 shows more detail with a graphic.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

 

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