The Ascent Group, Inc.

Service Delivery Advantage

Achieving First Contact Resolution

List of Report Analysis & Graph Exhibits
  • First Contact Resolution Findings & Trends
  • Innovative or Winning Strategies
  • Industry Comparisons of First Contact Resolution
  • Contact centers per Company
  • Hours of operation
  • Countries represented
  • Industries represented
  • Total inbound calls
  • Abandoned Calls
  • Agents per Center
  • Average span of control (reps per supervisor)
  • FCR Mesurement Framework
  • FCR Measurement Basis
  • Measurement Approach by Industry
  • Years Measuring First Contact Resolution
  • Top 5 Ways to Promote First Contact Resolution
  • Improving First Contact Resolution
  • Participant Successes
  • Ask Callers if Issue Resolved?
  • Post-Call Survey Strategies
  • Post-Call Results Tied to Performance?
  • Availability of Post-Call Survey Results
  • CTI for Post-Call Surveying?
  • Agents Know Post Call Surveyed?
  • Automatically Survey Repeat Callers?
  • Access Post-Call Detail?
  • Caller Opt In/Out Post Call Survey?
  • Percent Callers Surveyed Daily?
  • Post Call Survey Development
  • Avoiding Oversampling
  • Post-Call Strengths/Weaknesses
  • Post-Web/Email Survey Strategies
  • Availability of Post-Web/Email Results
  • Automatically Survey Repeat Web Visitors or Email Respondents?
  • Access Post-Web/Email Detail?
  • Percent Web Visitors or Email Respondents Surveyed Daily?
  • Post Post-Web/Email Survey Development
  • Post-Web/Email Strengths/Weaknesses
  • Top 5 Ways to Achieve First Contact Resolution
  • Recent Technology/Process Improvements
  • Lessons learned
  • List of Participants

Now Available!

Achieving First Contact

On-line Version: $425

CD-Rom Version: $450

Printed Report: $495

A $15 shipping and handling charge ($25 for international orders) will be added to CD-Rom orders and printed reports.