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Bill RoseFounder & VP of

Services ResearchSSPA

Shawn SantosDirector of Programs

SSPAssantos@thesspa.com

Moderated by:

Understanding Resolve Understanding Resolve Time & First Call Time & First Call Resolution (FCR)Resolution (FCR)

Bill Rose, Founder Service & Support Professionals Association (SSPA)July 29, 2009

A Twitter Chat WebcastA Twitter Chat WebcastWhen you see the “#SSPA” feel

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Ask questions anytime

“Not everything that can be counted counts, and not everything that counts can be counted”

Albert Einstein

The SituationThe SituationQuestion 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

Industry DataIndustry Data#SSPA What is your initial reaction #SSPA What is your initial reaction to these numbers?to these numbers?

Phone?◦Response - 15 min◦Resolve – 3 hrs

Email◦Response – 2hrs◦Resolve – 5.6hrs

Web◦Response – 1.5hrs◦Resolve – 5.3hrs

#SSPA How do you define #SSPA How do you define Resolve Time?Resolve Time?

The SSPA Definition

The Dilemma 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

#SSPA How do you measure #SSPA How do you measure Resolve TimeResolve 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

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

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

#SSPA What is the “real” #SSPA What is the “real” issue here?issue here?How we resolve customer issues?How we measure resolve time?CSAT determines your

customer’s realityGreat service & solid metrics is

the end gameA true reflection of service

efficiency

Resolve Time ComponentsResolve Time ComponentsHold 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)

Factors that affect Factors that affect Resolve TimeResolve TimeInternal metricsExternal SLA’sResponse timeFCRAre we counting everything?Your definition of “resolve time”

First Call Resolution is First Call Resolution is Everything!Everything!Logging each and every caseComplexity of the environmentComplexity of the productDefinition of a “fix”Metrics – When do you start and

stop counting?

First Call Resolution is First Call Resolution is Everything! ContinuedEverything! Continued

Skill set of customersSkill set of your peopleEffectiveness of self-serviceCustomer usage of “outside”

forumsTools available to your people

First Call Resolution is First Call Resolution is Everything! ContinuedEverything! Continued

Training on toolsProblem solving &

troubleshooting skillsService Level Agreements (SLA’s)Expectations of managementMatching customer skills to tech

skill levels

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

What does all this mean?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 easierCustomers demand improved resolve

timeAdditional research & data collection is

needed

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

24 © 2009

25 © 2009

Bill RoseFounder & VP of

Services ResearchSSPA

Shawn SantosDirector of Programs

SSPAssantos@thesspa.com

Follow-up Questions:

On Twitter: @SSPABillRose My Blog: http://supportsense.wordpress.com/

eMail: brose@thesspa.com