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Re: Increase service desk performance: How to improve first call resolution

chuck_darst

Yvonne, I think your comments about balancing FCR with satisfaction surveys (and a few other metrics) is essential. There has been a lot of debate about FCR being manipulated to make a desired number. Survey results can balance this out. I think a more important dimension relates to the recent blog post by David Baron pulling in automation to reduce calls. If FCR's are in the 90% range, a reasonable (leading) question can be "if we can reasonably answer them, why are some of these calls coming in - in the first place" followed by "can't some of these be avoided". And a reasonable answer is yes.

 

There is a reasonable continual service improvement loop. If FCR percentages are going up (a good thing), then doing some preventative work is likely even better - even if it adversely impacts FCR.

 

Chuck

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Yvonne, I think your comments about balancing FCR with satisfaction surveys (and a few other metrics) is essential. There has been a lot of debate about FCR being manipulated to make a desired number. Survey results can balance this out. I think a more important dimension relates to the recent blog post by David Baron pulling in automation to reduce calls. If FCR's are in the 90% range, a reasonable (leading) question can be "if we can reasonably answer them, why are some of these calls coming in - in the first place" followed by "can't some of these be avoided". And a reasonable answer is yes.

 

There is a reasonable continual service improvement loop. If FCR percentages are going up (a good thing), then doing some preventative work is likely even better - even if it adversely impacts FCR.

 

Chuck

Yvonne_Bentley

Hi Chuck,

 

Thanks for your comment.  True when the same call keeps coming in to the service desk, it is important to pull in automation and save the humans for new issues.  And there are always new issues -- that's where the high-quality, well-trained happy humans with savvy customers come in to improve FCR.  :) 

 

Yvonne

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