Here are some tools and strategies for improving the rate of FCR with Office 365 service tickets.
Throughout the holiday season, it’s likely you’ve been a customer of service desk operations at some point. From the customer perspective it can be quite painful to experience the long, drawn-out calls or chats, especially if they take more than one communication and a lot of back and forth to resolve. When companies can’t resolve an issue on the first contact it can harm an organization’s reputation, and waste time and money.
IT service providers offering Office 365-related managed services and support to end users will benefit by improving the rate of cases that are completely handled and closed on first contact, otherwise known as “first call resolution” or FCR.
According to SQM Group, there are several benefits of increasing FCR, including:
Clearly, increasing FCR is positive, but what are some of the reasons it’s challenging?
Here are a few reasons that Paul Robichaux, Microsoft MVP, pointed out in his recent webinar, “How to Increase First Call Resolution.”
Every Office 365 problem falls into one of three buckets; customer/user, network or Microsoft. It can be difficult to identify which bucket the problem falls into, but doing so informs you whom to get help from. You can’t resolve a problem until you know which bucket it falls under and who has the power to fix it. Unfortunately for service desk operators, Microsoft isn’t to blame nearly as often as we think.
Many times, users don’t have the technical knowledge or vocabulary to clearly and accurately articulate what the actual problem is. You need to know what questions to ask to correctly identify the problem and the “bucket” it belongs to.
Microsoft doesn’t know what you can see within your network and you can’t see the inner workings of Microsoft’s data centers. There will always be an element of mystery once the data passes Microsoft’s threshold.
Your service desk is only as good as your weakest technician–whether that be your most junior technician, the technician with the least amount of knowledge on the issue, or the technician with little patience or emotional intelligence. Prioritizing issues is difficult, and it takes skill and care to know which issues to prioritize and which issues are out of your hands for someone else to pursue and solve.
So, what will help you increase FCR?
Trim the
Session expired
Please log in again. The login page will open in a new tab. After logging in you can close it and return to this page.