According to MetricNet's benchmarking database, the first call resolution industry standard is 74 percent. This number varies widely, however, from a low of about 41 percent to a high of 94 percent.
First call resolution rate (FCR) is the percentage of tickets resolved by the first level of support (first call or contact with the IT help desk).
Research from The Ascent Group shows that 60% of companies that measure FCR for 1+ year report a 1 to 30% improvement in their performance.
According to TELUS International, a study conducted by Customer Relationship Metrics found that "CSAT (customer satisfaction) ratings will be 35%-45% lower when a second call is made for the same issue."
The high first call resolution rate is usually associated with higher customer satisfaction as confirmed by a study that Customer Relationship Metrics conducted. Furthermore, a study conducted by the Service Quality Measurement Group also revealed that for every one percent improvement in FCR, you get a one percent improvement in customer or end user satisfaction.
Firstcall resolution is also related to cost per ticket. The following graph represents the cost per ticket for every level.
Cost per ticket at various levels of support:
Call center metrics : Cost per ticket
Sometimes IT helpdesk call center agents rush to close tickets during the first call, even without accurate resolutions. Such cases can lead to first call resolution rates rising, while end user satisfaction rates drop drastically, as depicted in the following graph.
First contact resolution Vs. End user satisfaction:
Comparing FCR rates with end user satisfaction
Here is a simple three-phase technique to get your IT help desk team resolving tickets in the first call.
Phase 1 : Learn the environment
Phase 2 : Fine tune
Generate reports to ascertain that the efforts of phase I panned out, and identify areas of improvement. Below are some sample reports to help you get started.
Phase 3 : Optimize
Constantly degrading FCR
FCR measured over the months
There are a few reasons this could occur, but the primary reasons are as follows:
According to MetricNet's benchmarking levels, the average net FCR for service desks globally is 74 percent, with a range of 41 to 74 percent. The most common factors among all the services on the higher end of the spectrum were the presence of highly trained agents, the availability of knowledge management tools, and the presence of tools such as remote desktop management.
FCR is both an efficiency measure and an effectiveness measure. It is a leading indicator of customer satisfaction because customers want their support requests resolved immediately. FCR is also important to the support contact center because high FCR saves money.