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Giva, Inc. Announces a First Call Resolution Calculator Excel Tool to Measure Cost Savings Attributable to Increases in First Call Resolution of IT Help Desks

Giva Press Release - May 31, 2013

Giva, Inc. Announces a First Call Resolution Excel Calculator Tool to Measure and Forecast Cost Savings Attributable to Increases in First Call Resolution of IT Help Desks and Customer Service Organizations.

First Call Resolution Calculator Excel
First Call Resolution Calculator Excel

Santa Clara, CA (PRWEB) May 31, 2013 - Cloud vendor, Giva®, today announced a first call resolution excel calculator tool to measure and forecast cost savings attributable to increases in first call resolution of IT help desks and customer service organizations

As first call resolution (FCR) improves, the overall cost of providing support decreases. Industry analysts estimate the mean cost to resolve a service request on level one to be about $32. The mean cost to resolve an escalated service request is about $60. In an environment averaging 4000 calls per month, improving FCR from 50% to 75% reduces the number of service requests requiring escalation by 1000 per month. The total cost to support those service requests is commensurately reduced yielding an estimated savings of $28,000 per month, based on the averages.

Giva's first call resolution excel calculator tool allows CIOs and VPs of Customer Service to accurately forecast the cost benefits of programs to increase first call resolution such as using a knowledge base, investing in level 1 training, hiring more skilled level 1 personnel, etc.

Click to download First Call Resolution Excel Tool

The direct benefit of improved FCR is significant cost savings. Although hard to quantify, the indirect benefits are equally compelling:

  • Mean time to resolution is decreased, improving end-user productivity
  • Customer satisfaction increases
  • Up-tier resources can concentrate on higher level tasks, optimizing system performance and speeding other projects to ROI and completion
  • Job satisfaction improves for both Level 1 and Level 2 engineers
  • Relations between teams improve
  • Level 1 credibility builds, increasing utilization and opening the door for additional FCR opportunities

This holistic set of benefits leads to improvement across all of the quadrants of the Balanced Scorecard, greatly increasing the likelihood of real value and retained benefit.

Giva's cloud solution significantly benefits information technology and customer service organizations which like to focus on increasing first contact resolution, increasing customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva reports feature full color, high contrast charts and graphs that allow for more graphically driven data presentation to better understand relationships between all the data

Learn more about Giva by taking a tour of Giva eHelpDesk or sign-up for a 30 day trial of Giva.

About Giva:

Founded in 1999, Giva was among the first to provide a suite of help desk and customer service/call center applications architected for the cloud. Now, with hundreds of customer driven releases, the Giva Service Management™ Suite delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.

PR contact:

Phone: 408.260.9000

Giva is a registered trademark of Giva, Inc. Other company and product names may be trademarks of their respective owners.



MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use