At Metricnet the current metric of the month is First Call Resolution.
This metric is one of the metrics that’s in use at almost all of our customers and if your not measuring it yet, you should!
Check out http://www.metricnet.com/metric_month.html for their coverage of the metric.
Of course we ship a start up report around First Call Resolution with our SMI Suite product and we actually provide an easy to configure computed boolean as there are numerous variations in determining whether or not a ticket has been resolved at first call.
David vH
Hey is there any article you have written to do an analytical reporting on click stream data. How to choose tool.
This is an important KPI – most managers don’t know what their first call resolution (FCR%) measurement. Primas is offering a free report that allows you to easily collect your own contact center data utilizing free software and an overlay technology. The free report will graphically show you your center’s FCR rate from the data you supply and also benchmark your FCR percent compared to other contact centers. To learn more visit http://www.primas.net/fcr, or call Primas at 888-477-4627.