How to measure first time resolution

I would suggest this would vary hugely depending on the nature of the call content and would be very difficult to measure - we looked at the things which stopped us from achieving FTR and tried to improve/eradicate those.

Hi,

We measured FTR in 2 basic forms within my Call Centre. We have a 7 day window and 7 week window. However it has been a very ambiguous subject amongst the staff as we are measuring this in a very basic way.

We also have a huge reliance on the staff to tag their calls accurately which in my experience isn't the most relaible depending on the size of your organisaition.

In basic terms we look for a customers account to be tagged, if it is tagged within the next 7/49 days then we calculate total calls/recontacts.

The staffs arguments centre around the lack of continuity in understanding if the customer called back in relation to the manner in which they handled their initial call and how we then provide accurate coaching and development. This becomes even more difficult if your staff are trained in a variety of call types as you don't really identify in great detail which call starnd is potentially causing the most difficulty.

Sorry this hasn't provided a great deal of clarity on the way forward but this is quite new to our organisation and I thought I would share my experiences to date.