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First Call Resolution Formula

  1. #1
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    First Call Resolution Formula

    Hello Everyone,

    I need help with this formula:

    FCR formula.jpg

    It is not working as intended. Please see comments

    FCR.jpg

    Hope someone could help.

    I appreciate the assistance.

    Thanks!

  2. #2
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    Re: First Call Resolution Formula

    Please post workbooks, not pictures.
    Entia non sunt multiplicanda sine necessitate

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    Re: First Call Resolution Formula

    Thanks for response.

    Kindly see attachment.

    FCR calc.xlsx

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    Re: First Call Resolution Formula

    In words, what is the criteria for First call and Resolved?

    (i.e. if there are no other calls from that ANI within 7 days....
    ChemistB
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    Re: First Call Resolution Formula

    This look right?

    B
    W
    AF
    AG
    AH
    AI
    7
    CALL DATE
    Name
    ANI
    First Call
    Resolved
    8
    01 Mar 2014
    John
    1111
    1
    0
    9
    01 Mar 2014
    John
    2222
    1
    1
    10
    02 Mar 2014
    Anne
    3333
    1
    1
    11
    02 Mar 2014
    Anne
    1111
    0
    0
    12
    03 Mar 2014
    Marie
    5555
    1
    1
    13
    04 Mar 2014
    John
    6666
    1
    1
    14
    05 Mar 2014
    Jacob
    1111
    0
    0
    15
    06 Mar 2014
    Anne
    7777
    1
    1
    16
    07 Mar 2014
    Marie
    8888
    1
    1
    17
    08 Mar 2014
    Jacob
    2222
    1
    1
    18
    09 Mar 2014
    Marie
    1111
    0
    1
    Last edited by shg; 05-22-2014 at 03:29 PM.

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    Re: First Call Resolution Formula

    Quote Originally Posted by ChemistB View Post
    In words, what is the criteria for First call and Resolved?

    (i.e. if there are no other calls from that ANI within 7 days....
    First call = First time employee handled a specific number in 7 days.
    Resolved= The caller did not call back within 7 days.

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    Re: First Call Resolution Formula

    Quote Originally Posted by shg View Post
    This look right?

    B
    W
    AF
    AG
    AH
    AI
    7
    CALL DATE
    Name
    ANI
    First Call
    Resolved
    8
    01 Mar 2014
    John
    1111
    1
    0
    9
    01 Mar 2014
    John
    2222
    1
    1
    10
    02 Mar 2014
    Anne
    3333
    1
    1
    11
    02 Mar 2014
    Anne
    1111
    0
    0
    12
    03 Mar 2014
    Marie
    5555
    1
    1
    13
    04 Mar 2014
    John
    6666
    1
    1
    14
    05 Mar 2014
    Jacob
    1111
    0
    0
    15
    06 Mar 2014
    Anne
    7777
    1
    1
    16
    07 Mar 2014
    Marie
    8888
    1
    1
    17
    08 Mar 2014
    Jacob
    2222
    1
    1
    18
    09 Mar 2014
    Marie
    1111
    0
    1
    AH11 should be 1, because it is the first time Anne handled that specific number. AI11 should be 0 because "1111" called again within 7 days.

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    Re: First Call Resolution Formula

    Okay so First call is dependent on who takes the call? (i.e. Annie with 1111) but "Resolved" is not?

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    Re: First Call Resolution Formula

    Why don't you explain the rules so we don't have to guess?

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    Re: First Call Resolution Formula

    Yes. First call is the first time a person handled a number. For example if I receive a call from 1111 and it is the first time I received that call then my First Call is 1. If 1111 does not call back within 7 days then my Resolved should be 1.

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    Re: First Call Resolution Formula

    Quote Originally Posted by shg View Post
    Why don't you explain the rules so we don't have to guess?
    I'm trying to quantify the ability to resolve customer issues on the first instance that a person received the call.

    First call is when it is the first time that a person has ever handled that call in 7 days. Resolved is if the person you spoke with within 7 days calls back.

    Sorry for the frustration. Hope I'm making sense.

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    Re: First Call Resolution Formula

    Anybody here who can help?

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    Re: First Call Resolution Formula

    You didn't mention the significance of the names.

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    Re: First Call Resolution Formula

    Quote Originally Posted by shg View Post
    You didn't mention the significance of the names.
    The significance of the names would be:

    John had 3 calls. 2 out of 3 were resolved. His FCR is 66.67%.

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    Re: First Call Resolution Formula

    Many Thanks

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