One of the most critical components of service desk cost is the "First Level Resolution" rate. This stat represents the number of contacts successfully resolved without being escalated beyond the service desk.
With an escalated call costing 3-15x more to resolve, it's easy to see what an impact a high FLR can have on your overall costs. Factor in the lost productivity that comes from end users waiting on an escalated issue, and resolving issues quickly becomes even more important.
CAI Service Desk can deliver industry-leading first-level resolution rates, helping your organization keep costs in check and ensuring end users are able to get back to work as quickly as possible.