Our goal is 80% (was 75% until recently). Our HD has a lot of rights and authority like Ty mentioned so they have a pretty high percentage. We do not have the 1 hour rule like I have seen at other places. They have the ability at any time to take the ticket back from the group it was escalated to and turn it into an FCR in their name.
Also we have workflow in place that helps them track their FCRs. Such as if they update the work log of a ticket, an FCR ticket is created and automatically and resolved (there has been debate over validity/abuse of this one in the past). We also put in place quick tickets where they can select a canned subject (like transferred call, wrong number, walk up, info given) that will automatically fill in the Description, CTI, assign it to them self and resolve the ticket. We also have some of the support groups using the quick tickets to track their volume of customer contacts. Jason On Thu, Mar 27, 2008 at 12:25 PM, T. Dee <[EMAIL PROTECTED]> wrote: > When we arrived at our 40% we did an average over a couple of months. > Every company is going to be different - some companies I know give > their help desk alot of rights / authority, others give them nothing - > so they really can't resolve much. > > Ty > > > On 3/27/08, Jase Brandon <[EMAIL PROTECTED]> wrote: > > ** > > Hi Kevin, > > Same here as Tyrone, resolved in 1 hour and resolved by the person who > > opened the ticket. > > Same setup for FCR at the last two companies I worked for as well, for > > whatever that's worth. > > > > Jase > > > > > > On 3/27/08, T. Dee <[EMAIL PROTECTED]> wrote: > > > > > > We created our own FCR and I have a field set if the call is resolved > > > within 1 hour and resolved by the individual who opened the ticket. > > > > > > On 3/27/08, Kevin Pulsen <[EMAIL PROTECTED]> wrote: > > > > ** 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. > > > > > > > > > > > > > > > > ________________________________ > > > > Never miss a thing. Make Yahoo your homepage. __Platinum Sponsor: > > > > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > > > > > > > > > > > > > > > > > _______________________________________________________________________________ > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > html___ > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
