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2. First Call Resolution - Wikipedia

   en.wikipedia.org/wiki/First_Call_Resolution

   First Call Resolution. First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [1] FCR is one of the most-watched metrics and considered the most important call center industry metric.

3. Customer service - Wikipedia

   en.wikipedia.org/wiki/Customer_service

   Customer support. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9] These services may even be provided at the place in which the ...

4. Service-level agreement - Wikipedia

   en.wikipedia.org/wiki/Service-level_agreement

   A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:

5. U.S. Department of Education Increases Servicer Performance ...

   www.ed.gov/news/press-releases/us-department...

   Over time, FSA intends to release expanded call center metrics, average processing times, and other key performance metrics. Plans to Reshape the Future of Student Loan Servicing These extensions and new contract terms are only one element of the Biden-Harris Administration’s longer-term effort to improve federal student loan servicing.

6. Customer Service Plan - U.S. Department of Education

   www2.ed.gov/about/customer-service-plan.pdf

   The Department’s Customer Service Plan describes our signature initiative “Integrated Student View (ISV),” which encompasses the web experience of the student aid lifecycle and focuses on our loans line of business. Student borrowers and their parents represent the largest group of customers with which the Department directly interacts.

7. Here's the Best Time to Call Customer Service - AOL

   www.aol.com/news/on-best-time-to-call-customer...

   Your best bet is to put in your request anywhere between 9 a.m. and 11 a.m.; after that, the average response time declines over the course of the day. Zendesk. As the graph shows, requests put in ...