First Call Resolution (FCR) QuickStart Provides an Accelerated Time to Benefit by Helping Drive Inefficiencies out of the Support Structure while Building in Better Service Capabilities
Cincinnati, August 10, 2015: Cincinnati-based RTM Consulting, the leading provider of Resource Management solutions for human capital intensive services operations, today announced the launch of its First Call Resolution (FCR) QuickStart. With FCR QuickStart, RTM Consulting can assess your As-Is incident handling capabilities, analyze current performance and create a best practice gap analysis, architect to-be processes leveraging RTM Consulting best practice processes and frameworks, and define an execution plan including building the transformation roadmap and timeline. RTM Consulting experts can then implement or assist with the implementation of the transformation roadmap. In some Field Services operations FCR may also be called First Visit Resolution and FCR QuickStart is designed to address these environments, in addition to Call Center or Helpdesk operations.
“We developed FCR QuickStart because effectively and expeditiously refining existing service and support capabilities takes time and Field/Support Services leaders are under intense pressure to lower costs while improving customer service,” said Randy Mysliviec, President and CEO, RTM Consulting. “Output from the FCR QuickStart process helps define the shortest path to improving FCR performance and that’s important because organizations that satisfactorily resolve more customer issues in a single contact (or first visit) can improve customer satisfaction, reduce operating costs and improve their overall financial performance.” For more information, please click here.
About RTM Consulting
Specializing in Resource Management, Project/Portfolio and Knowledge Management, and Services Business Optimization, RTM Consulting helps IT hardware, software and support services organizations achieve the benefits associated with successful services portfolios. With its unique Just-in-Time Resourcing® solutions and Business Acceleration Services, RTM Consulting helps large, medium and small firms move beyond theory to practical application of industry best practices and achievement of exceptional results in the shortest possible period of time. For more information please contact RTM Consulting at info@rtmconsulting.net.