The document discusses metrics for measuring the effectiveness of IT support centers, focusing on the metric of First Contact Resolution (FCR). It defines FCR as the percentage of customer contacts that are resolved on the initial contact without any additional follow up required. The document provides that the average FCR percentage found in studies is 70.7% and the target goal is 75.7%. It also outlines how FCR can be calculated using both internal and external data and notes that a higher FCR percentage generally signifies a more effective support center.

1. * 2013 HDI Support Center Practices & Salary Report
http://www.sqmgroup.com/fcr-metric-that-matters-most
First Contact Resolution Standard
Date ofSubmission: 12/4/2014
Contributor: Mary Therese Durr,Director of Computing Support and Service Management,
mary.durr@bc.edu, o: 617-552-4883
Service(s) affected: Information Technology Support services
Institution Delimiters: Centralized vs decentralized Information Technology
Measurement Area: Effectiveness. Effectiveness of the Support Center. Effectiveness of First Contact
Resolution.
Category ofMeasurement: Availability. Reliability, Accuracy,and Customer Satisfaction for IT support.
Unit(s) ofmeasure:
● Number of contacts.
● Number of contacts requiring further contact (example: Number of re-opened tickets).
● Number of contacts that are escalated.
● Number of documented known issues (regardless of levels).
Definition-The percentage of contacts that DO NOT require ANY further contacts to address the customer’s
issue. Formula = contact resolved upon initial contact divided by total contacts (in %). Provide annually and
monthly.
Measures: First Contact Resolution. Number of contacts. Number of contacts that are resolved with initial
contact from IT Support. The percentage of contacts from the total contacts that are resolved with initial
contact: One and Done support.
Range: We should use number of contacts,number of contacts resulting in resolution on initial contact. (If a
contact results in further contact or escalated contact,it does not qualify as FCR). Additionally, the number of
documented known issues may correlate to FCR.
The range should average 71%. Target should be 76%* A FCR that is above 76% may suggest a fantastic
knowledge management system, or a large number of repeat contacts. If there is a large number of repeat
contacts,this could lead to teaching (self service), automation, or elimination as next steps. A FCR that is
below 71% may suggest inadequate information or processes in the support center for answering questions and
for solving problems. FCR can be used as an indicator for the health and effectiveness of the Support Center.
*The Help Desk Institute 2013 Practices & Salary Survey (PSS) found that the average First Call Resolution
Rate was 70.7% and the Target goal for First Call Resolution Rate was 75.7%.
Direction ofgoodness: Having the First Contact Resolution increase would signify improvement?
Metric or Dashboard (High Level Analysis): What percentage is resolved on first contact. The higher the
percentage FCR the better.
Related measures may be:
1. Transfer of Knowledge (type of knowledge available for the issue: example - any related
documentation, self help, checklists).

2. * 2013 HDI Support Center Practices & Salary Report
http://www.sqmgroup.com/fcr-metric-that-matters-most
2. Did the technician have the materials needed to resolve the issue (checklist for technical support,
SLAs, access to the experts, level of access to make the changes).
3. What was the customer's experience (Was the customer contacted after resolution, was the
customer satisfied, was the ticket reopened).
4. Can the solution be automated. Given enough FCR automation or process improvement must be
evaluated.
LowLevel Analysis – See Implementation Guide: For all of the measures,the higher the percentage of First
Contact Resolution the better. For known issues the percentage resolved on first contact should be 100%. For
unknown issues the Support Center should act as Service Coordinators and may be able to resolve on first
contact.
FCR = (Total number of contacted resolved on first contact - total number of these reopened)/Total number of
contacts
Implementation Guide
Measurement Table:
Different ways to calculate First Contact Resolution
First Contact Resolution using EXTERNAL systems
Number of contacts
resolved on first contact
(closed ticket on first
contact)
Customers did not re-open
ticket from ticketing survey
or
quality control call
backs
Total number of contacts
example: 62%
= (65-3)/100
65 3 100
First Contact Resolution using a INTERNAL systems
Reviewofcontacts by
quality assurance or
management from the
number reviewed the
number resolved
Reviewofcontacts by
quality assurance or
management from the
number reviewed the
number where
customer was satisfied
(no further assistance
on this issue needed)
Reviewofcontacts by
quality assurance or
management - number
reviewed

3. * 2013 HDI Support Center Practices & Salary Report
http://www.sqmgroup.com/fcr-metric-that-matters-most
example: 62%
= (65-3)/100
65 3 100
Notes: Additional measures that may help to determine if known issues are truly being treated with a
systematic process are:Knowledge Management/Knowledge Support Center, Materials needed, and Customer
Experience. These may help to paint a more complete picture.
Definitions: Define any terms used requiring definition
● First contact is any contact where a customer has reached out for IT support. First contact is defined
as:
● staying with the same team
● not being handed off to another person or team
● there may be several contacts on any one issue
First contacts can include emails, fax, phone calls, text, chat, video chat, in person, sticky notes, social
media, memos, web request, auto-logger.
● Resolution is defined as resolving the issue on first contact, where:
● the customer does not re-open contact for the same issue, and
● resolution is achieved even if the issue needs to be fulfilled by another person or department as long as
it is resolved within the initial contact (no additional contact about this inquiry)
● the customer confirms that their issue is solved (able to get back to work)
● no further follow through is needed.
● First Contact Resolution is determined by the person who made the contact.
● The customer is asked if they need additional assistance on this specific area.
● If additional assistance is needed this counts against resolved.
Disclaimer: Although this standard provides what is considered acceptable,exceptional, and opportunities
for improvement, no effort should be made to improve the service based on thisstandard without deliberate
evaluation of the costs to improve. Each service provider (institution) should determine the costs and benefits
of meeting this standard.