Home/Tag: metrics
6 01, 2020

How to Define and Measure Deflection

By |Categories: AI, ASP, ASP Blog, Metrics, Self-Help|Tags: , , , , , , |

Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand. The average rate of case deflection within the technology industry is 23%. For some companies deflecting 23% of the assisted support demand is extraordinary, while for other companies there is considerable room for improvement.

8 08, 2019

First Contact Resolution (FCR) Benchmarks

By |Categories: Case Management, Metrics, Support|Tags: , , , , , , , , , |

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.