Overview

Resolve
Easily resolve WiFi connectivity issues with our agent WiFi support platform.

Self-help
Empower subscribers to resolve WiFi connectivity issues straight from their mobile device.

Certify
Optimize home networks for flawless WiFi connectivity from day one.

Overview

Core
Equip support agents with the right platform to optimize home networks and resolve WiFi connectivity issues.

Self-help
Empower customers to resolve WiFi connectivity issues without ever needing to contact your support team.

Content hub Discover industry trends and best practices with our latest eBooks, reports, infographics, webinars, and videos. Blog Access useful tips and tricks, quick guides, industry news, and more, exclusively on our company blog. Press Get the latest official news on RouteThis, from product launches and updates to partners, achievements, and more. Events Be in the know of all upcoming events and webinars.

A guide to KPIs, part 2: Tracking first contact resolution

RouteThis_Blog_ISP_KPICalculator_Part2

As part of a support team for an internet service provider, knowing your numbers is key. They show your team’s productivity, goal progress, and effectiveness—and they make it easy to report successes and progress to the rest of your organization.

In part two of our three-part series on key performance indicators (KPIs), we’ll continue exploring must-know numbers for any ISP support team—what they are, how to calculate them, and why they’re important.

MISSED PART ONE?

Catch up on tracking subscriber lifetime value here.

Let’s get into the importance of first contact resolution (FCR).

What is FCR?

FCR is a metric that tracks whether support calls get resolved the first time a subscriber reaches out. For an interaction to count toward your FCR, it needs to be completely resolved—no need for any kind of follow-up.

What does FCR tell support teams?

Knowing whether your team can resolve issues on the first call isn’t just a nice pat on the back. It can provide support leaders with essential insight into overall speed and accuracy on support calls—both of which contribute to subscribers’ overall experience.

Why does this matter? Subscribers don’t just want their issue resolved quickly; they want it resolved correctly, so they don’t need to go through repeat contacts or the dreaded tech visit. If your support team can’t provide them with that experience, or can only provide them with half of that experience, it can seriously impact whether subscribers churn. 

In fact, 55% of subscribers reported having WiFi issues every day in 2021, without those issues getting resolved—and another 49% reported considering changing providers over these experiences.

How do you track FCR?

You can find your FCR for any given time period with a relatively simple calculation.

First, you’ll need to figure out how many tickets your team successfully resolved in your time period.

Then, you can divide your total tickets resolved by total incidents and multiply by 100 to get a percentage—and this is your FCR.

From there, you can track this on a monthly, quarterly, or annual basis to identify shifts in resolution rates, which can help you determine whether your issue resolution strategies are working.

Coming up in part three of our series,  we’ll cover a key metric for any ISP’s subscriber base.

RELATED READING

Start tracking your FCR with the essential KPI calculator every ISP support team needs.

Erin Penney
Erin Penney
Erin Penney
Erin Penney

Related articles

Related articles

Subscribe

Sign up to get the latest news from RouteThis