ATLANTA, March 3, 2005 (PRIMEZONE) -- Although most utilities do not measure first-call resolution (FCR), those that do focus on this metric use a variety of methods to track repeat customer calls, according to Chartwell research.
Although a focus on FCR can potentially result in increased call handle times, these utilities have refocused their efforts on handling the customer's issue thoroughly rather than rapidly. In Chartwell's latest industry report, First-Call Resolution in the Utility Industry, customer care professionals at top utilities and call center experts provide insight on many aspects of FCR.
According to the report, 21% of utility organizations in North America measure FCR, with a growing number looking to develop a program. By using FCR, the need for customers to make a second contact to a utility's call center may be reduced through education and empowerment of customer service representatives, allowing these personnel to handle a variety of customer care issues.
First-Call Resolution in the Utility Industry examines strategies and offers advice for increasing FCR, and includes detailed analysis and case studies on how utilities currently measure this increasingly important metric.
First-Call Resolution in the Utility Industry is available to non-Chartwell members for $395. The report is included in Chartwell's Premier and Customer Care Research Series memberships. For information regarding the Customer Care Research Series or Chartwell's Premier membership, call Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.
Recently released reports include:
-- The Chartwell Customer Care Center Report 2005;
-- Staffing, Educating and Motivating Customer Service Representatives;
-- Automated Outbound Communications: Notification, Courtesy Calls
and Other Proactive Measures;
-- CIS (Customer Information System) Installations in North
America 2005;
-- Managing Customer Service E-mails.
You can purchase and download these reports from Chartwell's Energy Library at www.energylibrary.com.
About Chartwell Inc.
Chartwell Inc. seeks to provide a better understanding of technologies, issues and management practices in the utility and retail energy services industry through best practices case studies and quantitative research.