You need 3 kinds of Customer Success metrics. Do you have all 3?
The industry average First Contact Resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance. This article offers industry average FCR rates organized by common product characteristics to offer a guideline for suggesting FCR performance levels.
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Consider the following 10 practices in your pursuit of technical support excellence.