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First-Contact Resolution

  • ID: 42947
  • November 2000
  • 99 pages
  • American Productivity & Quality Center, APQC
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Fifteen organizations participated in the study; eight sponsored the study, and seven participated as benchmarking partners (those identified by the study team as having strong first-contact resolution practices).

STUDY FOCUS

Drawing input from RDC and PAG experts and secondary research literature, the
study team identified four key areas for research. These areas guided the design of the data collection instruments and were the basis for the key findings. A brief description of the four areas is provided below.

1. DETERMINATION OF THE OPTIMUM LEVEL OF FIRSTCONTACT
RESOLUTION
- Defining first-contact resolution
- Providing easy access to the right contact; eliminating calls to the wrong
department
- Ensuring customer-friendly policies (i.e., eliminating the need for customers to provide copies of documents or information or to confirm their orders in writing (fax) after a call)
- Using customer and productivity measures to analyze the return on investment for first-contact resolution

2. IMPLEMENTATION OF THE OPTIMUM LEVEL OF FIRSTCONTACT
RESOLUTION
- Organizing the workforce to enhance first-contact resolution
- Empowering, training, READ MORE >

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Executive Summary 4
Key Findings 11
Partner Presentations
Xerox Corporation 34
John Hancock Financial Services Inc. 44
Lucent Technologies Inc. 51
Global Crossing Ltd. 61

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Note: Product cover images may vary from those shown

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