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.