Here are some tools and strategies for improving the rate of FCR with Office 365 service tickets.
Throughout the holiday season, it’s likely you’ve been a customer of service desk operations at some point. From the customer perspective it can be quite painful to experience the long, drawn-out calls or chats, especially if they take more than one communication and a lot of back and forth to resolve. When companies can’t resolve an issue on the first contact it can harm an organization’s reputation, and waste time and money.
IT service providers offering Office 365-related managed services and support to end users will benefit by improving the rate of cases that are completely handled and closed on first contact, otherwise known as “first call resolution” or FCR.
According to SQM Group, there are several benefits of increasing FCR, including:
- Reducing operating costs
- Improving customer satisfaction through speedy resolution
- Improving employee satisfaction and reducing turnover
- Increasing opportunities to up-sell and cross-sell to satisfied customers
- Reducing customers at risk, thereby protecting recurring revenue and lowering cost of customer acquisition
Clearly, increasing FCR is positive, but what are some of the reasons it’s challenging?
Here are a few reasons that Paul Robichaux, Microsoft MVP, pointed out in his recent webinar, “How to Increase First Call Resolution.”
- Problems come in different “buckets.”
Every Office 365 problem falls into one of three buckets; customer/user, network or Microsoft. It can be difficult to identify which bucket the problem falls into, but doing so informs you