FCR and FLR

[viv121]

First Call resolution ( FCR) appeared a task too daunting so we have proposed a "First Line resolution" where in the opening and the resolving group is the same. Only the Service Desk can open the tickets, the SD and the support teams can resolve them and only the SD can close them after users' confirmation. What we proposed is to measure the first line's performance against the 2nd and the 3rd line of support. The First Line Resolution (FLR) should go up as a continual Service improvement Plan.

having said that, I feel like proposing something out of the world. Do we know something like the first line Resolution? Can anyone please help me with the most accepted definitions of the FCR for the IT Service desk?
not an ITIL question again, but is there any ?

[Diarmid]

viv,

I don't see how there can be definitions.

The advantage of first call fix is the perceived speed of resolution for the user (and the subsequent trimness in the bureaucracy because there is less transitioning).

The cost of first call fix is the level of expertise tied up at the phones, sometimes performing tasks way below their skill level. The higher the first fix target the greater the cost to achieve it.

What are your customers paying for? What is acceptable to them?

If you set high targets do your customers/users sometimes worry that the front line staff are trying to do things at the very edge of their capability rather than pass it back to second line?

The answer has to lie in a- the requirements (e.g. urgency and impact for the business); b- the skill level in the front line; c- the staffing level in the front line; d- the profile of calls you receive (in terms of technical complexity etc.); e- costs.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[rzesie]

I think I know sth like first line resolution.
We use it besides FCR in order to show that besides FCR you do some work as well.
We sometimes close tickets after some time just because the user does not have time to implement the solutions on the phone, etc.

Still I completely agree with Diarmid - it depends on what the business requires.

Greetings,
Jacek

[asrilrm]

Hi,

I just don't get it. Why do you want to measure performance by FCR?
Wouldn't it be more useful if it's used to measure the effectiveness of related processes?
What if the number of FCR drops in one period because most calls were have to be resolved at 2nd level? Does that mean that the SD didn't perform?

Asril

[rzesie]

Asrilrm,

Are there any other measures than FCR or FLR that can measure if the service desk is solving enough tickets?

I agree that low FCR does not mean that SD did not perform but my customer demands FCR rate of 50%...

Thanks!

Regards,
Jacek

[Diarmid]

Hi,

[rzesie]

Diarmid,

Thanks for the reply. I completely agree with you. Measuring first line fix rate only on the categories that are "solvable" is the best way to check service desk performance.
Unfortunately I'm in a position where my SD is presented with a contract which we must fullfil and the 50% of first contact is required.

You are also completely right about the changing nature of calls but the only thing I can do is propose reviews.

Thanks and regards,
Jacek

[Diarmid]

Jacek,

I think you need some risk analysis on that contract. If it might be leading to problems then you will be into difficult negotiations with your customer. Developing a good relationship which emphasizes that you have a common interest in the quality of the service will be key.

I think that some of the other regular posters will have a better practical understanding in this area than I do.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718