First Call Resolution
The Benchmarking Network and ICCBC announced they will launch a new study in the area of First Call Resolution. Now is the time to join and become involved in setting the focus and direction of the study. This is a "best practices" study that will include site visits to top performing companies. The study will focus on such areas as:
- Organization & Structure;
- Systems Technology & Procedures;
- Training; Supervision of Process & Measures;
- Employee Reviews;
- Customer Satisfaction Measures;
- Failure Reviews;
- Key Measures & Metrics; and
- Other First Call Resolution Issues.
To receive detailed information on the content and focus of the study, contact the ICCBC Director via phone at 281-440-5044, or contact us directly via our Information Request Form. Its quick and easy, and we'll get in contact with you fast.