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ASP Forum
Waiting for Auto-Close
"How long should we wait for a response from the customer before
automatically closing an open incident? And should we send out
reminder notices? Right now, we're probably closing cases too
quickly, but if we auto-close after a longer period, this will
have a negative effect on our performance stats."
—Ben from Baltimore
Ben—
You can't close cases "too quickly". First Call Resolution (FCR) is
one of the most important metrics for support centers. It must be
tracked. It is the key to effectiveness and it is absolutely one of
the best gauges for measuring the impact of process improvement
efforts. I never recommend that support centers leave cases open
'waiting for confirmation'. Take the reverse approach. Close it if
you think you resolved the issue. Then measure "re-opens" to see how
often you are wrong. If its too high — figure out why and then
work to improve it. FCR is critical and if you don't measure it,
then it is very hard to improve it.
—Dave Brown
www.SupportCenterU.com
303-494-4932
[Any advice on this question? Please send an email to
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we'll post your feedback.]
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