Deliver Your News to the World Announces New Research Insight Report on First Contact Resolution


Santa Barbara, CA, March 18, 2010 - (, an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topic of First Contact Resolution. surveyed its members - senior level service and support professionals - in March 2010 and nearly 100 people responded. Key findings include:

- 59.7% of support professionals responding indicated their company currently measures FCR.

- 38% of respondents reported that less than 20% of calls are escalated. Interestingly, nearly 27% reported they do not measure this at all.

- The survey asked respondents what the overall level of complexity was of the products they support, with over half (52.5%) citing their products as complex.

- When correlated to the level of incidents escalated to Level 2, the report found that 23.4% of those who support complex products have 20% or more of their contacts escalated to Level 2.

The full report is available for free to all members. Visitors can also view and excerpt of the data at members are always looking for valuable metrics relevant to running their support operation,” said Carolyn Healey, Publisher, “This Research Insight report provides direct insight as to how companies are performing in relation to answering a customer’s request on the first contact.” ( offers support professionals free membership, which gives them access to breaking news, research and tools to help them meet the high expectations of their customers and the needs of their employees. Members are senior-level professionals responsible for the help desk, customer support operation or overall IT operations for their company.


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