First Call Resolution Calculator Excel Tool
Measure and Forecast Cost Savings Attributable to Increases in First Call Resolution
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.
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
Additional Whitepapers
IT Help Desk Whitepapers
Download Whitepaper
Request Submitted
Your information has been successfully submitted!
Here is a direct download link to the whitepaper you requested.
This will also be emailed to you:
Please add the domain givainc.com as a trusted sender in your email program so you will receive the information just requested.
Share this whitepaper!
Our customers like to speak about their experiences with Giva. Please listen to them speak about their business results. Click on
https://www.giva.ae/case-study/.
https://www.giva.ae/case-study/.
Giva, Inc. is an industry expert and provider of Customer Service, Help Desk, Knowledge Management and Change Management software. When you need an expert, call us at +1.408.260.9000 between 6:00 AM and 5:00 PM Pacific Time Monday through Friday.
Submission Error
An error has occurred.
Our apologies, but an error has occurred. Please try again later.
Giva, Inc. is an industry expert and provider of Customer Service, Help Desk, Knowledge Management and Change Management software. When you need an expert, call us at +1.408.260.9000 between 6:00 AM and 5:00 PM Pacific Time Monday through Friday.
The Giva Difference
Products
Customers
Whitepapers
Company
International
