I'm not familiar with any data to support your belief that a 90% customer satisfaction rating is to high and difficult to achieve. My professional opinion is that it is a reasonable request or a goal. Customer satisfaction is a function of many things in a support organization: Staffing, training, technology, problem solving & troubleshooting skills, customer service skills, and most of all, leadership in the support center and leadership from senior management. If you want to achieve a 90% on your customer satisfaction surveys, determine what your customers are telling you in those surveys, in Emails and during phone calls, and respond to their concerns. It is not easy to raise customer service ratings in general, but going from 84% to 90% should not be very difficult. Feel free to contact me directly at info@hdi-mea.com if I can help in any way.

Barb, we have some basic job descriptions you may find useful, but I can't attach them in the Ask the Expert program. Email me at info@hdi-mea.com and I'll be happy to send you what we have.

there are dozens of books available and my favorites are listed below. You should also check out the American Society for Training & Development (ASTD). I recommend the following books: 1. "Preparing Instructional Objectives," Robert Mager is a classic & an excellent introduction to learning objectives. 2. "The Training Effectiveness Handbook," Lester Shapiro is also an excellent study of all aspects of designing training programs. 3. "How to Measure Training Results," Jack Phillips & Ron Drews Stone is a must for understanding Return on Investment (ROI) 4. "The Trainer's Tool Kit," Cy Charney & Kathy Conway is fun, short and invaluable for trainers new and old. 5."Tool Kit for Trainers," Tim Pickles is an oldie, but a goodie and a must have. 6. "The Big Book of Flip Charts," Robert Williqam Lucas is also a dynamite book full of ideas that is fun and easy to read.

First Call Resolution Rate (FCRR) is the number of telephone calls that do not require any further work on the part of a support center analyst or a customer; they are a "one and done" type of telephone call." FCRR is what I call "a legacy metric." The support industry inherited it from the inbound call center industry. *Formula: FCRR = Calls Resolved on Initial Contact/ Total Calls or 1131/1300 = .87 FCRR =87% *First Contact Resolution Rate (FConR) is the measure of the non-telephone contacts that are resolved at the first contact; they do not require any further work on the part of a support analyst or a customer. Email, chat, Web-submittal of a trouble ticket (self-help), or walk-ups and walk-tos are all communication channels that deliver a customer contact to a support operation. These types of contacts are different from a telephone call because they are NOT a telephone call; the dynamics of how they work are different from those that govern a telephone call. The HDI book, "Metrics Catalog Series: Volume 3-Calculating & Using Resolution Metrics" discusses all of these and many other metrics. I recommend it to everyone that is trying to refine their metrics program. *Finally, I am not an advocate of parsing metrics defintions. The defintion is, what it is and if you change it without a valid statistical reason, you are "fudging" your numbers and that is like lying to your doctor, lawyer and the IRS-NOT a good idea. Hope this helps. If you have any other questions, don't hesitate to contact me directly at info@hdi-mea.com

send me your Email address and I will send you copies of job descriptions. The following book also has some very good descriptions: "IT Services: Costs, Metrics, Benchmarking, & Marketing," by Anthony F. Tardugno, et al. You can contact me at info@hdi-mea.com