The Ascent Group, Inc.

Achieving First Call Resolution 2010

Improving Measurement, Usage, and Customer Satisfaction

The Ascent Group conducted research in the spring of 2010 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is our sixth study of first call resolution.

We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction. We also asked companies to provide their plans moving forward as well as lessons learned along the way. Companies participating in the research include:

AEGON

USAA

Canadian Wheat Board

JEA

Infinity Insurance

TomTom

Northeast Utilities

GMAC

Canada Post

Plantronics

Meridian Health

Public Service Electric and Gas

Pella

Kroger

 

Achieving First Call Resolution 2010 will share measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Call Resolution performance. In addition, we will provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.

Published: May 2010

List of Exhibits from the report

Download a Research Extract from the report

Benchmark Your First Call Resolution Performance