After the last post, Request
Fulfilment and the Stop Button, I received some feedback and more
importantly questions around first call resolution. The theme was how to track
Depending on the system that you use for tracking
requests you may have a very easy way to calculate this. However from the
people I connected with after the post they either did not have a simple way in
their current system or, when they set up their current system they
inadvertently made it more complicated to track.
But let’s take this discussion back a bit to see where
this all comes from. We have all heard from the top that we want to improve on
our first call resolution but why?
The statistical answer is that we are able to quantify
the number of requests which were handled by the service desk, but what other
impacts are there. I will give you my favorite three:
1. It’s cost effective.
Let’s face it; it always comes back to the cost of service support. For
example, if 55% of the requests we get in are resolved at the service desk
level the other 45% are hitting 2 or more teams, which you guessed it comes at
a price. More teams equals higher price tag, do we need to have all these teams
looking at this? Further investigation to this may indicate that we have escalation
issues which impact the cost if it goes to the wrong team by mistake.
2. Making customers happy.
Think about your own experiences if you are able to call, email or chat and get
a resolution right away you are going to be far more satisfied that if you have
to send something in that may be reviewed for an unknown period of time.
3. Happy customers are loyal customers. If you
are able to better satisfy your business, they are less likely to look for ways
around you with shadow IT or other vendors.
Ok, so we know why we want to do it but how do we better
manage the reporting if our system is less than cooperative. Since there are
many nuances to everyone’s system the best way is to be a master of the data
that comes in which constitutes the FCR numbers and those which do not. The trick
is to decide what you want to know so you can engineer the request form to
produce results. My motto – simple is best.
In the beginning you may just want to know the volume of
FCR and how they were escalated. The easiest answer is that we have a checkbox
or a flag of some sort to indicate that the request was handled in the initial call.
The next challenge is to differentiate between phone calls, email and any other
avenue where requests may be initiated. There may be a drop down for this with
a few choices. Remember we want to keep it simple so that we can break up the
FCR which were resolved on the phone vs the FCR which was handled by chat. Doing
this will allow us to better tailor improvement strategies and automation down
the road (that’s another post)
When we do something like this we need to ensure that the
teams who will be completing the request forms understand why we need to ensure
accuracy. They also need to understand that the goal is to ultimately help them
improve their workload by understanding what comes in each day.
To ensure that we remain as accurate as possible there also
needs to be a level of audit. This may be done by the service desk lead or
manager but there should be some takeaways from the reviews that are done on the
information. Sharing with the team what was done well and not so well in an anonymous
way will allow your team to improve the information which is captured.
Overall the goal of this is to improve the satisfaction
of customers so we should also accompany these stats with some customer follow
up to ensure that not only did we resolve the request in the initial contact
but that we did it in a satisfactory way.
me on Twitter
@ryanrogilvie or connect with me on LinkedIn
Labels: Customer service, ITIL, ITSM, service desk, Service Management, Service Management Reporting