ARPC strives for 'first contact resolution' Published Nov. 7, 2008 By Mike Molina Editor DENVER -- Resolving a customer's concern on first contact is a top priority for officials at the Air Reserve Personnel Center's customer contact center here. In August, ARPC officials began tracking first contact resolution, or FCR, as a way of improving personnel services for more than 1.2 million Air National Guardsmen, Air Force reservists and retirees. "This is about getting the job done without giving the customer the shuffle," said Dave Aldrich, director of personnel services at ARPC. "It's about getting the customer what they want." When FCR tracking began, contact center representatives were successfully resolving customer inquiries on first contact 28 percent of the time. In less than three months, that number has more than doubled to 58 percent. ARPC officials are hoping to increase FCR to 65 percent of all contacts, including phone, Web, mail and fax inquiries. The goal is a lofty one, said Sara Simms, who supervises 12 customer service counselors. "Success at first contact resolution can depend on what else is happening in the center or in the Air Force," she said. "When there's a new initiative, the counselors might not have all the information yet to resolve the issue." To stay abreast of changes and improve their skills, every DPS employee attends weekly "Knowledge Rallies", and is provided with ARPC fact sheets and an online continuity book. "This is also about providing the employee with the knowledge to resolve the customer's inquiry," Mr. Aldrich said. Tracking FCR coincides with the release of ARPC's Strategic Plan. The plan communicates ARPC's goals and objectives, and vision statement, which is to "Provide our Citizen Airmen with unrivaled customer service."