First Contact Resolution

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.

The chart below provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates.

Featured Report: Featured: First Contact Resolution

The First Contact Resolution playbook provides a step-by-step guide for defining and implementing a First Contact Resolution (FCR) metric.   The playbook defines a consistent and effective process to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support.  The playbook offers practical guidance about how to measure and optimize FCR performance to improve customer satisfaction, NPS and increase overall support efficiency and effectiveness.

This Report is available to ASP Members. Not an ASP Member?  Join Today

Get Your Copy Now

Stay up to date with the latest support industry news and research

Related Posts

The Support Experience

ASP is partnering with SupportLogic to help them with their upcoming event SXLive. This conference will be virtual on April 5-7, 2022. The focus is on the Support Experience, something that we believe is of vital importance in this subscription economy for technology (and other) products and services.

ASP , TSANet, & FT Works-Leaders Workshops

ASP, TSANet and FT Works today announced remote workshops for Support Leaders. There will be six sessions over six consecutive weeks, February 24, March 3rd, March10, March 17, March 24, and March 31, 2022. Registration is now open.

ASP Announces Best Support Websites of 2021

Press Release August 26, 2021 Hot Springs, AR 71913 ASP Best Support Websites of 2021 Announced Al Hahn, Executive director of the Association of Support Professionals (ASP) today announced the winners of ASP's Best Support Websites 2021 competition. The top scoring websites were, (In Alphabetical Order:) NetApp Nutanix PowerSchool Red Hat Extra praise was garnered by Nutanix and PowerSchool for being best

The Power of Communities

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

Title