When we arrived at our 40% we did an average over a couple of months. Every company is going to be different - some companies I know give their help desk alot of rights / authority, others give them nothing - so they really can't resolve much.
Ty On 3/27/08, Jase Brandon <[EMAIL PROTECTED]> wrote: > ** > Hi Kevin, > Same here as Tyrone, resolved in 1 hour and resolved by the person who > opened the ticket. > Same setup for FCR at the last two companies I worked for as well, for > whatever that's worth. > > Jase > > > On 3/27/08, T. Dee <[EMAIL PROTECTED]> wrote: > > > > We created our own FCR and I have a field set if the call is resolved > > within 1 hour and resolved by the individual who opened the ticket. > > > > On 3/27/08, Kevin Pulsen <[EMAIL PROTECTED]> wrote: > > > ** Hello all, > > > > > > I'm trying to find information on FCR (First Contact Resolution) > > > specifically for the Service Desk person. > > > > > > Is there a starting goal within ITIL regarding FCR? > > > > > > For example... the Service Desk needs to meet a 35% FCR goal. > > > > > > Or is this number subjective? > > > > > > If anyone is using FCR, could you please let me know your goal is and > what > > > factors you used to assess this goal. > > > > > > Thanks! > > > > > > Kevin P. > > > > > > > > > > > > ________________________________ > > > Never miss a thing. Make Yahoo your homepage. __Platinum Sponsor: > > > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > > > > > > > > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
