Call Resolution Time

What are you doing to improve call resolution time? Let's discuss. Need ideas on how to improve? http://tinyurl.com/ykzvb8y

Tags: call, first, rates, resolution, resolve, time

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Permalink Reply by Christoph Goldenstern on January 28, 2010 at 2:20pm

Peggy: have a look at the behaviors that drive resolution times in your organization, They will typically fall into one of four buckets: process effectiveness and efficiency, people skills, software toos or the performane system. Then identify where the biggest gaps/opportunities are for your organization and pull that lever. Attached is a White Paper that might get you started.
Christoph

Attachments:

Closing the 21st Century Service Capability Gap.pdf, 822 KB

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Permalink Reply by Stephen Connington on February 12, 2010 at 11:34am: Hello Peggy,

As Christoph pointed out some additional information would help. Can you provide detail on your support model?

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Permalink Reply by Peggy Carlaw on February 21, 2010 at 7:12pm: Thanks, Christopher. Very informative!

Christoph Goldenstern said:
Peggy: have a look at the behaviors that drive resolution times in your organization, They will typically fall into one of four buckets: process effectiveness and efficiency, people skills, software toos or the performane system. Then identify where the biggest gaps/opportunities are for your organization and pull that lever. Attached is a White Paper that might get you started.
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Permalink Reply by Chris Haag on February 22, 2010 at 9:34am: If you have multiple call centers spread out across the world, you may find it worthwhile to ensure the ticket is owned by the location closest to the customer. We found the investment required in terms of tagging our contacts with a region and creating the processes needed to requeue tickets based on that region paid off in terms of resolution time and surveyed customer sat.

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