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Help
Desk Dictionary on BlueprintAudits.com > F |
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fast
clear down - A caller who hangs up as soon as they hear an upfront message
designed for call avoidance such as a critical outage and expected
downtime
message. |
| fee-based
support - A payment
structure where a customer pays for the support services on a per-use
basis. |
| feedback
reports - Performance
results provided directly to help desk staff enabling a gap analysis
showing current performance compared to optimal performance. |
| first
call resolution - A call
resolved on the initial call from the customer without hanging up. |
| first
call resolution rate - The percentage of first call resolutions to the total number of calls
received
during a specific period of time. |
| follow-up - The process of calling the customer back to ensure that the customer’s
problem has been resolved to the customer’s satisfaction or to
obtain additional information. |
| forecasting - A systematic approach
to capturing historical data from the ACD and predicting future trends
and requirements in the support organization. |
| functionality
support - Guide the customer through “how-to” questions
with a specific application or technology. |
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