Field Service Tips and Information

Ascent Business Systems, Inc. is a leading provider of mobile software for the field service industry with over 25 years of experience helping small to medium sized businesses overcome operational inefficiencies. Ascent is currently in use by a wide range of businesses with revenues of $250,000 to $500,000,000 comprised of a multitude of service providers within the Trade, Technology and Capital Equipment industries. Ascent now services clients in every major service vertical and metro area in North America.

The Service Glossary: First Call Resolution Rate

Christopher Esselborn - Friday, June 05, 2015


    The Field Service Glossary



    In the last couple of KPI blogs, we familiarized you with basic metrics like number of service calls and average daily work orders. We've combined those two concepts this week to demonstrate a very important field metric, First Call Resolution Rate.

    Week 3: First Call Resolution Rate


    How to Calculate: Collect the count for the number of calls that do not require a return or repeat trip-for a given time period (month) -and divide that number by the total number of calls for the same period to better understand what percentage of your service calls are completed in the first trip. Factors that affect First Call Resolution: technician competence, operational performance and parts management.


    Quick Tip: When multiple trips to complete are required, the influencers to measure include: incorrect dispatch details, deficiency in parts stocking or technician’s technical skills.


    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce.

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