First Call Resolution Benchmarking Survey

1. The Ascent Group First Contact Resolution Benchmarking Survey

Benchmarking Opportunity
Measuring First Contact Resolution

Do you track First Contact Resolution?

For many industries, First Contact Resolution (One & Done) is a primary measure of call center effectiveness and an excellent predictor of customer satisfaction. But as many have found, it isn't always so easy to track.

The Ascent Group is currently researching First Contact Resolution measurement techniques for all industries. Do you measure First Contact Resolution? Share your experiences.

Participants will receive a complimentary copy of the published report (e-version).

The Ascent Group is a management consulting firm with extensive experience in customer service and call center performance improvement, benchmarking, and best practice discovery, and a leading publisher of customer service journals and reports.

If you have any questions, please contact Christine Kozlosky at ckk@ascentgroup.com

The Ascent Group, Inc.•120 River Oak Way•Athens•GA•30605
888-749-0001 (toll free)
866-941-0005 (fax)

Question Title

* 1. Please provide your contact information.

Name:

Company: *

Address:

City/Town:

State/Province:

ZIP/Postal Code:

Country:

Email Address: *

Phone Number:

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* 2. Briefly describe your Organization - how employees interact with customers, businesses, typical tasks or services performed or transactions handled, average number of employees per team or supervisor...

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* 3. Please indicate the types of customers that you serve?

Consumer/Individual

Small Business

Business

Large Business

Governent

Other

Other (please specify)

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* 4. Do you currently measure First Contact or First Call Resolution?

Yes

Will Measure Soon