The new world of hybrid work hasn’t made supporting customers and employees any easier. If anything, new remote work challenges and distributed workforces have revealed service desk inefficiencies that can frustrate end users, waste IT resources, and impact business outcomes.

But dialing back work flexibility isn’t the answer. To help streamline service desk operations and improve the overall help desk experience, organizations need to address the root cause of the problem by developing an effective first call resolution strategy.

First call resolution (FCR) empowers Level 1 (L1), the first stop for any service desk ticket, to quickly resolve technology issues at first contact, which can be essential for distributed workforces that depend on devices, apps, and strong internet connections to stay productive.

But why is FCR important? And how can organizations measure and prioritize it, let alone build a strategy that will affect service desks day-to-day? Here’s a helpful guide to take you through each step of the process.

Why is First Call Resolution So Important?

Dropped connection. Constant video buffering. Blue screen of death.

No matter the issue impacting an end user, it’s always best to solve it right away.

Because the longer people are forced to wait for a computer problem to be fixed, the worse their digital experience becomes — especially if it takes hours or days. On average, employees report experiencing 3.5 tech issues per week and losing 44 minutes of productivity as a result, according to recent digital employee experience research from Lakeside Software. And the more tickets and declining digital experiences, the more time and resources IT needs to devote to resolving lengthy, escalating problems.  

Across organizations, these tech issues also have a big impact. Poor digital experiences can end up costing lost productivity, higher service ticket volumes, missed deadlines, unmet goals, employee attrition, and less revenue for businesses. Lakeside’s report shows C-level respondents believe their revenue could increase by 12.1% and costs could reduce by 18.1% if digital experiences were significantly improved. Applied to the Fortune Global 500, that would generate about $4 trillion in additional revenue and nearly $6 trillion in cost savings.