How can you track First Call Resolution (FCR) if your center is not using any kind of technology or support application?
One pitfall of asking agents to mark a ticket as "closed" or "resolved" is that some agents, in order to boost their resolution rate, will mark a case "resolved" or "closed" when in fact, they are escalating the call to a more specialized agent, or when the call is terminated by the customer without resolution (customer does not have time to troubleshoot, or is not at the equipment to try the agent-suggested solution, or the resolution is dependent upon resolving an issue with a third party which cannot be contacted or conferenced in - is not available). In this instance, a completely new case has to be opened by the higher-level agent.
Another ringer - which can skew data in either direction - is the customer with a recurring technical performance issue. If the issue no longer appears at the conclusion of the call, one must ask whether the customer's issue has truly been resolved, or whether the agent has just applied the most recent strategy against a moving target. Many agents will mark the case "resolved", per the (probably-temporary) resolution. Other agents will hesitate to mark the case "resolved", keeping it "open" for the customer to monitor the product's performance for a period of time. Often these cases are never marked "resolved".
Additionally, escalated-level agents may hesitate to mark as "resolved" a case that they have truly resolved, if they believe that their agent IDs will be correlated with an outgoing customer satisfaction survey -- some higher-level agents believe that the customer will only remember the initial agent or agents, who either were unable to solve the problem, or whose actions may have complicated the issue -- reflecting poorly on the advanced agent's real ability to resolve the complete suite of issues and satisfy the customer
Another ringer - which can skew data in either direction - is the customer with a recurring technical performance issue. If the issue no longer appears at the conclusion of the call, one must ask whether the customer's issue has truly been resolved, or whether the agent has just applied the most recent strategy against a moving target. Many agents will mark the case "resolved", per the (probably-temporary) resolution. Other agents will hesitate to mark the case "resolved", keeping it "open" for the customer to monitor the product's performance for a period of time. Often these cases are never marked "resolved".
Additionally, escalated-level agents may hesitate to mark as "resolved" a case that they have truly resolved, if they believe that their agent IDs will be correlated with an outgoing customer satisfaction survey -- some higher-level agents believe that the customer will only remember the initial agent or agents, who either were unable to solve the problem, or whose actions may have complicated the issue -- reflecting poorly on the advanced agent's real ability to resolve the complete suite of issues and satisfy the customer
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