Check your helpdesk vitals with an FCR status report
No one likes to wait in long queues for a service or to get an issue fixed. Which is why FCR or First Call Resolution is an important metric for a helpdesk. For one, it's a good measure of your technician's efficiency to solve tickets upon first contact, and two, it's a great indicator of customer satisfaction.
Although FCR is a combination of many factors - complexity of the ticket/issue, type of issue, expertise of your technician, and the tools available at the time - it is still a good diagnostic tool for the management to track efficiency.
Tip: To make the report more meaningful, filter out requests that were re-opened.
Here are a few things you can do to improve your FCR rates:
1. Create a comprehensive ticket form with requisite information needed to resolve the issue immediately.
2. Create a solid knowledge base of frequent issues reported by requesters and the techniques to solve them.
3. Provide skill-based training for technicians to handle specific requests.
4. Streamline your ticketing system to automatically assign tickets to technicians based on their expertise and skill set.
Topic Participants
Sailakshmi b