Resolve Time and FCR

Comment

Comment by Dave Brown on January 28, 2010 at 3:36pm

I just published a new article regarding the value and uses of FCR. Find it here at the TSIA website.

Comment by Christoph Goldenstern on January 28, 2010 at 2:35pm

While Resolve Time is a key KPI in the mix, it's a lagging indicator and ultimately only meaningful if coupled with "quality of service" metrics. Plus we need to consider that it's not what service providers define it to be, but what the customer perception of "time" and "quality" actually is and how that measures up against his/her expectation and what the competition delivers. In the White Paper "Closing the 21st Century Service Capability Gap" which is available on the TSIA site, I am eluding to the role of metrics as part of a holistic service excellence approach.

Comment by Alix Rizzolo on January 26, 2010 at 5:15am

The downstream impacts of NOT focusing on FCR at the earliest entrypoint hit the bottom-line directly. Each consecutive contact costs the corporation financially through cost to deliver, and equally important through the customer experience. We have recently tied together the three key support channels with shared objectives of FCR that dramatically changed our definition to be more focused on the customer's perspective versus the sub-optimization that was occurring as the discrete channels sought to optimize their internal scorecards.

Comment by Peggy Carlaw on January 19, 2010 at 5:00pm

Three areas to look for improvement in resolution rates: People, processes, and product. Which apply in your center and what steps are you taking to improve? http://tinyurl.com/ykzvb8y

Comment by Bill Rose on January 18, 2010 at 12:38pm

I just finished an article about the need to develop a "Resolution Management Strategy". Check it out at http://supportsense.wordpress.com/

Comment by Dave Brown on January 8, 2010 at 10:03am

I'm currently writing a paper on the value of measuring FCR, including some specific examples of how it can be used to measure organization performance, identify opportunities for improvement, estimate the potential benefits of planned changes, and then measure their success. The paper will be published in a new TSIA e-newsletter/magazine coming out within the next month. I'll post a link here when it's released. I think you will all find it valuable to our discussion.

Comment by Jennifer (Jem) Janik on January 7, 2010 at 1:08pm

To Alex's question on why do we care to measure it is something we have thought about. I have worked with statisticians and based on our ticket data and our customer sat data we learned that regardless of how big the issue is or what kind of problem it is resolve time is the number factor that influences satisfaction. We even had best mathematical guess of at what time would resolve time cause our score to potentially drop below what is acceptable satisfaction.

Comment by Wilhelm Lembeck on January 6, 2010 at 5:30pm

Just wanted to say ‘hello” … just joined this group and I am looking forward to actively participating contributing … have a lot of experience in this area.

Wilhelm

Wilhelm M. Lembeck
Customer Service Executive & Consultant
+1 404-433-7428
Skype: wilhelmlembeck

Comment by Alex Loewenthal on December 20, 2009 at 9:07am

I am always amazed (and amused) by the pervasive need to measure, tabulate, score and report various performance or quality attributes. And that burning desire immediately converts to a violent desire to standardize and impose "The Measure."
The question that is rarely asked or answered is "WHY do you wish to measure XYZ?" And the question that is NEVER asked is "WHAT is important to you? (or what is your Critical Success Factor?)"
I will assume that quick resolution of issues is your CSF. So WHY do you care about resolve time? Is it from a staffing/scheduling standpoint or from the Customer experience standpoint or from the system health/business continuity standpoint? All three are valid, and all three rely on different clock starts and stops and all three require different levels of technical expertise, root cause analysis and corrective action.
So, now my question to all those interested in the topic: What aspect of the measure are you standardizing?

Comment by Dave Brown on December 3, 2009 at 2:45pm

Hi everyone. I was part of the working session at TSW in Las Vegas. That discussion was a great start. It quickly highlighted the variations in how companies view 'resolve time' based on their industry, market, product complexity, and other factors. It's clear to me that we can't use the term generically - it requires one or more qualifiers. Do we need to define those qualifiers or categories as on of the first steps to developing an industry 'standard'?

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