First Contact Resolution and Reopen Rate Audit
Check whether problems are fixed at first touch.
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Audit resolution quality. Ticket data with issue type, number of contacts needed, reopen flag and time to resolve: [TICKET_DATA]. Calculate first contact resolution as issues solved in one contact divided by issues, reopen rate as reopened divided by closed, and the issue types with the worst figures. For the three worst, review a sample of tickets for causes: missing information, wrong answers, policy limits, product bugs or handoffs. Return a table, root causes with the evidence, three fixes with owners and a monthly review. Add a worked calculation: 500 issues, 410 solved in one contact, first contact resolution 82 percent; reopen rate 35 reopened out of 480 closed is 7.3 percent. Worst issue types: billing queries 61 percent, account changes 70 percent. Sample review of 20 billing tickets: 8 needed information from another team, 6 had wrong answers, 4 hit a policy limit, 2 were product bugs. Fixes: a billing information card for agents, training on the three common wrong answers, and a faster route to the billing team. Add a closing step: record the cause for every reopened ticket for a month and review the top three causes with the team.
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Invented month: 500 issues; 410 solved in one contact = 82 percent. Closed 480; reopened 35 = 7.3 percent. Worst types: billing 61 percent, account changes 70 percent. Review of 20 billing tickets: 8 needed information from another team; 6 wrong answers; 4 policy limits; 2 product bugs. Total 20. Fixes: billing information card; training on three common wrong answers; faster route to the billing team. Review monthly. Targets to agree with the team: first contact resolution above 85 percent and reopen rate under 5 percent.
Illustrative only, made-up data. Your results will differ and must be reviewed.