Hello all,
I'm trying to find information on FCR (First Contact Resolution) specifically
for the Service Desk person.
Is there a starting goal within ITIL regarding FCR?
For example... the Service Desk needs to meet a 35% FCR goal.
Or is this number subjective?
If anyone is using FCR, could you please let me know your goal is and what
factors you used to assess this goal.
Thanks!
Kevin P.
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