Customers don't want to be friends with a company. They want the company to be responsive to their needs — even if they never come out and state them openly to the company.

Drilling down

Most Companies Actively Measuring First Call Resolution Are Experiencing Improvement. Seventy percent of companies measuring FCR performance reported improvement in their performance, while only 4 percent reported no improvement. The remainder, 26 percent were unable to determine. Those reporting improvement ranged from 2 to 15 percent with an average annual gain of 8 to 9 percent

Key points

• There is widespread belief in the merits of organisational performance management particularly for improving internal managerial decision-making and the implications of this for enhancing organisational performance (intra-organisational benefits).

Studies reveal that nearly two-thirds of today’s senior executives name pay-for-performance as the #1 tool for achieving positive financial results at their companies. But as you’ve probably discovered, instituting this type of compensation structure is much easier said than done.