Altitude’s Technical Support department consists of highly specialized engineers with strong technical skills. Realizing the benefits to be gained by better managing both the technical and communication aspects of customer interactions, Altitude embarked on an initiative to:

• Provide their engineers with communication skills such as empathy, assertiveness, and rapport building in order to increase customer satisfaction.
• Develop a common set of troubleshooting practices to ensure consistency and improve the first-call resolution rate.

Improving First Call Resolution

Altitude turned to the Technology Services Industry Association (TSIA) and Impact Learning Systems to provide a solution. They liked the fact that our courses for technical support reps were written by support specialists for support specialists, and the CSP-I certification offered through TSIA provided added motivation for their engineers. Ninety days after completing online learning with follow-up practice webinars, reopened tickets had decreased from 17.8% to 6% and customer satisfaction increased 2.4% from 4.1 to 4.2 on a scale of 1-5. Altitude was thrilled with the results…and so were we! 

If improving first call resolution is on your agenda for this year, join us in a webinar on January 21. We’ll look at industry benchmark data, the leading issues surrounding lack of first call resolution, and methods and tips for improving resolution rates in your department.