1© 2009 Have a Twitter Account?  Great!  If not, create one at Twitter.com (only takes a minute!) TweetChat.com  Go to TweetChat.com & login using your Twitter ID  Join room #sspa Join the Conversation!  Ask questions  Chat with others  Monitored during live preso  Dial: ID  Mute when not speaking (don’t put us on hold)  Recording here: TechServicesForum.com  Need help?

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4 Bill Rose Founder & VP of Services Research SSPA Shawn Santos Director of Programs SSPA Moderated by:

Understanding Resolve Time & First Call Resolution (FCR) Bill Rose, Founder Service & Support Professionals Association (SSPA) July 29, 2009

A Twitter Chat Webcast When you see the “#SSPA” feel free to post responses to the Twitter chat room Ask questions anytime

“Not everything that can be counted counts, and not everything that counts can be counted”  Albert Einstein

The Situation Question 63 of the SSPA Benchmark Study ◦ Response Time ◦ Resolve Time ◦ Phone, , and Web created cases We are being asked to increase the data fields to accommodate larger numbers for Resolve Time

Industry Data #SSPA What is your initial reaction to these numbers? Phone? ◦ Response - 15 min ◦ Resolve – 3 hrs ◦ Response – 2hrs ◦ Resolve – 5.6hrs Web ◦ Response – 1.5hrs ◦ Resolve – 5.3hrs

#SSPA How do you define Resolve Time? The SSPA Definition

The Dilemma Response time seems to be universal – Everyone gets it! Resolve time is confusing to many #SSPA What unit of measurement should be used for the “average” time to resolve issues? ◦ Minutes ◦ Hours ◦ Days ◦ Weeks ◦ Months

#SSPA How do you measure Resolve Time Total calendar time? ◦ Closed case ◦ Date case opened/date case was closed Total work time? ◦ Closed case ◦ Sum all effort by everyone involved in this case

# SSPA If a case is out of your control, should you be held accountable for resolve time?

If you can’t benchmark your performance either the benchmark is wrong or your performance is wrong.

#SSPA What is the “real” issue here? How we resolve customer issues? How we measure resolve time? CSAT determines your customer’s reality Great service & solid metrics is the end game A true reflection of service efficiency

Resolve Time Components Hold time (sec, min) Talk time (min) Transfer time (sec, min) Queue time (min, hours, days) Work time (min, hours) Customer wait time (days, weeks, months) R & D wait time (weeks, months, years)

Factors that affect Resolve Time Internal metrics External SLA’s Response time FCR Are we counting everything? Your definition of “resolve time”

First Call Resolution is Everything! Logging each and every case Complexity of the environment Complexity of the product Definition of a “fix” Metrics – When do you start and stop counting?

First Call Resolution is Everything! Continued Skill set of customers Skill set of your people Effectiveness of self-service Customer usage of “outside” forums Tools available to your people

First Call Resolution is Everything! Continued Training on tools Problem solving & troubleshooting skills Service Level Agreements (SLA’s) Expectations of management Matching customer skills to tech skill levels

#SSPA How important is FCR to your organization?

What does all this mean? More than one way to measure “resolve time” SSPA needs to define common methods for benchmarking Improving FCR makes everything easier Customers demand improved resolve time Additional research & data collection is needed

#SSPA What did we not cover that is an essential element in the resolve time discussion?

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25© 2009 Bill Rose Founder & VP of Services Research SSPA Shawn Santos Director of Programs SSPA Follow-up Questions: On My Blog: