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Understanding the Importance of Resolve Time and First Call Resolution (FCR) for Tech Support. Dial: 218-936-7999 ID 420778 Mute when not speaking (d on’t put us on hold). Recording here: TechServicesForum.com Need help? ssantos@thesspa.com. Chat with us Live!. Have a Twitter Account?

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  1. Understanding the Importance of Resolve Time and First Call Resolution (FCR) for Tech Support • Dial: 218-936-7999 ID 420778 • Mute when not speaking (don’t put us on hold) • Recording here: TechServicesForum.com • Need help? ssantos@thesspa.com Chat with us Live! • Have a Twitter Account? • Great! • If not, create one at Twitter.com (only takes a minute!) • Join the Conversation! • Ask questions • Chat with others • Monitored during live preso • TweetChat.com • Go to TweetChat.com & login using your Twitter ID • Join room #sspa

  2. Understanding the Importance of Resolve Time and First Call Resolution (FCR) for Tech Support Today’s PResenter… • Bill RoseFounder & VP of Services ResearchSSPA Moderated by: Shawn SantosDirector of Programs SSPAssantos@thesspa.com

  3. Understanding Resolve Time & First Call Resolution (FCR) Bill Rose, Founder Service & Support Professionals Association (SSPA) July 29, 2009

  4. A Twitter Chat Webcast • When you see the “#SSPA” feel free to post responses to the Twitter chat room • Ask questions anytime

  5. “Not everything that can be counted counts, and not everything that counts can be counted” • Albert Einstein

  6. The Situation • Question 63 of the SSPA Benchmark Study • Response Time • Resolve Time • Phone, Email, and Web created cases • We are being asked to increase the data fields to accommodate larger numbers for Resolve Time

  7. Industry Data#SSPA What is your initial reaction to these numbers? • Phone? • Response - 15 min • Resolve – 3 hrs • Email • Response – 2hrs • Resolve – 5.6hrs • Web • Response – 1.5hrs • Resolve – 5.3hrs

  8. #SSPA How do you define Resolve Time? • The SSPA Definition

  9. The Dilemma • Response time seems to be universal – Everyone gets it! • Resolve time is confusing to many • #SSPA What unit of measurement should be used for the “average” time to resolve issues? • Minutes • Hours • Days • Weeks • Months

  10. #SSPA How do you measure Resolve Time • Total calendar time? • Closed case • Date case opened/date case was closed • Total work time? • Closed case • Sum all effort by everyone involved in this case

  11. # SSPA If a case is out of your control, should you be held accountable for resolve time?

  12. If you can’t benchmark your performance either the benchmark is wrong or your performance is wrong.

  13. #SSPA What is the “real” issue here? • How we resolve customer issues? • How we measure resolve time? • CSAT determines your customer’s reality • Great service & solid metrics is the end game • A true reflection of service efficiency

  14. Resolve Time Components • Hold time (sec, min) • Talk time (min) • Transfer time (sec, min) • Queue time (min, hours, days) • Work time (min, hours) • Customer wait time (days, weeks, months) • R & D wait time (weeks, months, years)

  15. Factors that affect Resolve Time • Internal metrics • External SLA’s • Response time • FCR • Are we counting everything? • Your definition of “resolve time”

  16. First Call Resolution is Everything! • Logging each and every case • Complexity of the environment • Complexity of the product • Definition of a “fix” • Metrics – When do you start and stop counting?

  17. First Call Resolution is Everything! Continued • Skill set of customers • Skill set of your people • Effectiveness of self-service • Customer usage of “outside” forums • Tools available to your people

  18. First Call Resolution is Everything! Continued • Training on tools • Problem solving & troubleshooting skills • Service Level Agreements (SLA’s) • Expectations of management • Matching customer skills to tech skill levels

  19. #SSPA How important is FCR to your organization?

  20. What does all this mean? • More than one way to measure “resolve time” • SSPA needs to define common methods for benchmarking • Improving FCR makes everything easier • Customers demand improved resolve time • Additional research & data collection is needed

  21. #SSPA What did we not cover that is an essential element in the resolve time discussion?

  22. Continue the Conversation…

  23. Q&A Follow-up Questions: Shawn SantosDirector of Programs SSPAssantos@thesspa.com >> Questions? Please ask! Use TweetChat, phone or the Q&A console. • On Twitter: @SSPABillRose My Blog: http://supportsense.wordpress.com/ • eMail: brose@thesspa.com • Bill RoseFounder & VP of Services ResearchSSPA

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