Hello Customers,

 

Hope you all are benefiting with features that we have so far in our product. Here is another one for which we want you to help us with your valuable suggestions.

 

FCR  :

 

FCR stands for 'First Call Resolution' / 'First Contact Resolution' and it is about addressing customers issues with solutions over the first time contact.

 

Benefits of FCR :

 

* Could be one of the metric to guage the SupportReps knowledge / Skill / Expertise.

* Could be an indicator while enhancing the knowledge base / training.

* To find the category of issues that are solved with minimum effort / resources and so on.

 

Here are the three models that we have designed to capture FCR.

 

1 - Manual mode :

 

In Request view, under actions "Mark as FCR" will be added. SupportRep can be chosen a role with the privilege to "Mark it as FCR" and "Mark is as non-FCR"(this access can be provided to Team leads / Managers to unmark if they find it shouldn't be a FCR).

 

Here are some screen shots for better clarity,

 

On a request :

 

 

 

In Admin tab >> Roles,

 

 

2. Automatic mode :

 

Admin Settings will have a section to choose required conditions to mark a request as FCR.

 

 

A request matches any of the chosen conditions would be marked as "FCR". Please do suggest is you find a condition that should be included in this list.

 

3. Mixed mode :

 

This will be combination of above models. System would automatically mark a request as FCR and SupportReps can manually mark it as well.

 

Here are some sample reports that can be derived with this,

Please do choose the model which you find that might benefit you and also do write us your comments.

 

Thanks

Jai Anand K

SupportCenter Plus