Academy

Join the Intrafocus Academy

If you like our free strategy resources then join the Intrafocus Academy for additional material

Strategy Workshop

A three-session workshop based on the Intrafocus Strategic Planning Process (SPP)

Balanced Scorecard Certification

A five-day master class and certificate as a Balanced Scorecard Professional

Strategic Plan Audit/Review

Let us take a look at your strategic plan to check it contains all the elements needed in a good plan

Resources

Free Strategy Resources

A library of resources for anyone interested in strategic planning and KPI management

Strategic Planning Process (SPP)

Our next generation Strategic Planning Process based on the Balanced Scorecard Methodology

Blog - Intrafocus Insight

New articles published every two weeks, join our mailing list and keep up

Our Customers

Don’t take our word for it, see what the Intrafocus customers have to say.

Software

Spider Impact KPI Software

Intrafocus is the only EMEA authorised reseller of Spider Impact® from Spider Strategies®.

Spider Impact Video & User Guides

From getting started all the way through to integrating into back-end systems.

My5 KPIs - The Mobile App

Keep your key performance indicators to hand with the My5 KPIs mobile application

Strategic Plan Generator

Use this application to guide you through creating your strategic plan – lots of examples to look at.

Contact and Help Desk

If you have any questions or need some help or guidance, you can contact us at any time.

KPI Library – First Contact Resolution

First Contact Resolution

Description:

Business requires communication with the customer to assist with queries, offer support and resolve concerns – the objective of First Contact Resolution is to provide timely, appropriate resolutions in line with a customer’s expectations on the first occasion. Successful resolution on the first occasion helps to minimise the cost of administration / avoids the requirement for repeat calls and gives the best chance of maintaining high levels of customer satisfaction. 

Calculation:

The data used in calculation must focus on achieving satisfaction for the customer rather than adopting simplistic measures comparing queries with calls received. An approach combining queries, call data and customer satisfaction survey is considered to be best with measurement on a continuous basis (per contact) and reporting on a frequency to suit the business.

Example:

The simple example is a ratio between the number of calls and the number of calls dealt with the first time. However, other factors should be taken into consideration. See calculation.