Posted tagged ‘first contact resolution’

The Economics of Customer Service Excellence

November 18, 2009

I’m preparing for tomorrow’s Webcast, “The Economics of Customer Service Excellence: Critical Improvements for Tier 1 and First Contact Resolution,” and wanted to share some of the data I’ve come across in my research.  Obviously in a down economy (and for all the talk about recovery I’ve yet to hear any service execs getting budget increases) there is a big focus on servicing customers as cost effectively as possible. But in this case, reducing support costs is a win:win–not only does resolving more issues at Level 1 lower operating costs, but customers are much happier when issues are resolved more quickly, and by the first person they speak to.

The economics are simple:  the longer a support incident is open, the more it costs.  If you escalate an issue from Level 1 to Level 2, the cost doubles.  Everyone asks about incident costs, and based on member surveys, here is the data I quote: (more…)