Initial discussion to be conducted. Outcomes of the performance assessment Fernando has an excellent customer satisfaction rating of 97%. However, the service call resolution rate is 65%. Expected outcomes Achieve average customer satisfaction of 95% for customer enquiries. Decrease average first reply time for e-mail support from 11 hours to 8 hours The service call resolution rate to be improved from 80% to 90% The first contact resolution (FCR) rate to be improved by 10% by next month. Provide appropriate support and training to the customer service staff members to improve their skills or address any performance or other issues. To promote team member accountability for personal work and team tasks