Maximizing First Level Resolution: The Key to Minimizing End User TCO

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Maximizing First Level Resolution: The Key to Minimizing End User TCO

Introduction

First Level Resolution (FLR) is a critical cost metric that every service desk should track and trend. In fact, FLR is the key to minimizing the Total Cost of Ownership (TCO) for end-user support. Few organizations understand the concept of defects when it comes to tickets that are needlessly escalated beyond Level 1. Fewer still understand the huge costs associated with these defects. MetricNet's research and benchmarking experience, however, shows that the cost of escalation defects – tickets that should have been resolved at Level 1, but were not – sometimes approaches, or even exceeds the entire operating cost of the Level 1 service desk!

In this article, MetricNet www.metricnet.com, a pioneer in Service Desk, Desktop Support, and Call Center Benchmarking, provides a working definition of First Level Resolution, illustrates how costly escalation defects can be, and provides four very specific recommendations for maximizing First Level Resolution.

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Part 1: Benchmarking Defined
How World-Class Service Desks Use Benchmarking to Continuously Improve Their Performance
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Part 2: Service Desk KPI's
The Seven Most Important Performance Indicators for Service Desks
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Part 3: Benchmarking Peer Group Selection
How to Ensure a Fair, Apples-to-Apples Comparison Your Service Desk Benchmarking Data
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