Skip to main content
First Call Contact Resolution A Clear and Concise Reference

First Call Contact Resolution A Clear and Concise Reference

$359.00
Availability:
Paperback: 286 pages. FREE delivery.
Adding to cart… The item has been added

What does the First Call Contact Resolution A Clear and Concise Reference include?

The product includes approximately 60 files - a mix of PDFs and XLSX spreadsheets - organised into Platinum-Tier centrepieces, start-up guides, self-assessment tools, implementation playbooks, KPI dashboards, governance templates and reference quick-cards. All files are delivered by email within 24 business hours and are ready for immediate use.

Struggling with missed resolutions on the first customer call? Every unresolved inquiry raises support costs, fuels escalation chains, and erodes trust, putting you at risk of failed audits, regulatory fines and lost contracts. The First Call Contact Resolution A Clear and Concise Reference eliminates that risk by giving you a ready-to-use, evidence-based playbook that drives first-call success the moment you open the files.

What You Receive

  • ~60 buyer-ready files (PDF & XLSX) - a complete digital playbook delivered by email within 24 business hours.
  • 00_Platinum_Tier centrepiece files:
    • Master Operations Playbook (PDF) - the single source of truth for your First Call Contact Resolution programme.
    • 90-Day Adoption Roadmap (XLSX) - step-by-step schedule that turns assessment results into measurable action.
    • Implementation Template (PDF) - a repeatable framework for rolling out policies, checklists and workflows.
    • Risk-Handler Catalogue (XLSX) - anti-pattern library that flags common pitfalls before they cost you.
    • Outcomes Dashboard (XLSX) - live visualisation of KPI trends, SLA compliance and improvement velocity.
    • Incident Response Runbook (PDF) - rapid guide for handling escalations that slip through the first-call net.
  • 01_Getting_Started guide (PDF) - quick-start instructions that get your team assessing within minutes.
  • 02_Self-Assessment and Diagnostics (PDF/XLSX) - 280-question maturity assessment across seven domains, with auto-scoring and benchmark comparison.
  • 03_Requirements and Goal-Setting (PDF) - goal-setting worksheets and stakeholder-mapping templates to align strategy with first-call outcomes.
  • 04_Models and Frameworks (PDF) - decision matrices linking ISO 20000, ITIL and COPC-2000 best practices to your assessment items.
  • 06_Processes and Execution (13-17 files, PDF/XLSX) - implementation playbooks, RACI charts, interview scripts and execution worksheets that standardise every step of the first-call process.
  • 07_Performance and KPIs (XLSX) - ready-made dashboards and scorecards for tracking resolution rates, handle time and customer satisfaction.
  • 08_Quality and Governance (PDF/XLSX) - audit-prep checklists, policy templates and oversight tools to satisfy compliance officers.
  • 09_Sustainment and Improvement (PDF) - continuous-improvement framework that keeps first-call performance climbing.
  • 10_Advanced Topics (PDF) - case archives and scenario libraries for senior leaders to model future-state outcomes.
  • 11_Reference and Quick Cards (PDF) - at-a-glance cheat sheets for agents and supervisors.
  • README.md and CUSTOMER_EMAIL.txt - onboarding note that explains file access, version control and support contacts.

How This Helps You

  • Identify exact gaps in strategy, process, knowledge and technology within 20 minutes, so you can prioritise remediation spend with confidence.
  • Auto-calculate maturity level and generate a prioritised roadmap, reducing assessment time from days to minutes and eliminating guesswork.
  • Deploy policy frameworks, decision-support checklists and escalation-prevention workflows instantly, cutting repeat-call rates and operational waste.
  • Monitor KPI dashboards in real time, proving improvement to executives and avoiding costly audit findings.
  • Align every action with ISO 20000, ITIL and COPC-2000 standards, protecting you from regulatory penalties and contract breaches.

Who Is This For?

  • Customer Service Leaders who must raise first-call resolution rates to meet service-level agreements.
  • Operations Managers responsible for streamlining support workflows and reducing escalation costs.
  • Support Team Supervisors who need practical tools to coach agents and enforce consistent processes.
  • Quality Assurance Managers tasked with audit preparation and continuous-improvement reporting.
  • Service-Delivery Directors who report on KPI performance to senior executives and external regulators.

Choose the First Call Contact Resolution A Clear and Concise Reference today and turn unresolved calls into a competitive advantage. Your next audit will thank you, your customers will stay loyal, and your bottom line will improve - all from a single, downloadable playbook.

!