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First Call Resolution with Evolution FCR
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The Challenge
Does your
company have a Second Call Treatment Strategy?
Do you handle
customers that call back the same way as your first time callers?
How would you
feel if you walked into a local store and went back in a few days and they
remembered you? Why not treat your
callers the same way…
First Call Resolution (FCR) is a key measurement of
success in the customer contact industry. Basically, FCR is the ability of
a contact center agent to completely fulfill the needs of the calling
customer the first time the customer contacts your center.
So why do repeat callers account for 30-40% of all incoming contact
center calls? Though the reasons for these calls vary by type and
industry, one fact remains - repeat calls double and triple the cost of
supporting the customer.
Several management solutions focus solely on analytics for improving First Call Resolution (FCR). For many contact centers, this process includes:
- A review of past calls for discovery of performance gaps
- Agent training in effective call treatment and appropriate actions
- Iterative process to ensure continued review and improvement
A time-consuming process, it does not deliver the immediate kind of timely FCR improvements that contact centers desire.
The Solution
Primas delivers a different approach to after-the-fact analytics with the introduction of Evolution FCR. Evolution FCR focuses on second call treatment and the real-time events that shape your business day.
How it works
Primas’ Evolution FCR monitors call traffic to notice repeat callers based upon unique identifiers and then logs them into a database. Repeat callers are tracked and detailed reports are created at the DNIS, Skill Set, and Agent level. From this foundation, several real-time actions can occur:
- Repeat callers can be presented with the option to return to the last agent, creating continuity in the call and reduces total talk time.
- Strategic routing decisions can be automated to deliver the call to specific agents trained to deal with repeat callers.
- Real-time information is delivered to all agent desktops with key data about the incoming call. The data includes the frequency of the calls and the previous agent IDs. This allows the agent to refer to the last agent and create continuity in the call.
- Once the call is complete several survey options automatically gage and confirm customer satisfaction. The goal is to ensure that the second call treatment resolves the customer issue and does not turn into several more costly calls.
Features
- Tracks and logs all calls through CTI connectivity
- Full cradle-to-grave historical data on each call that can be compared to voice recordings
- Multiple layers of reports, separating out repeat callers by number of repeat calls
- Real-time alerts to agents that provide insight into the call they are receiving
- Web Services interface for advanced programming and 3rd party integrations
Benefits
- Dynamically improves and empowers the agent’s second call treatment ability
- Reduces total talk time identifying excessive repeat callers for unique handling
- Retains customer loyalty enhancing the overall experience
Your contact center has the added benefit of increasing the utilization and return on investment of their existing equipment.
To learn more about Evolution FCR, call now at 888-477-4627
or use our convenient
Contact Form.
Learn more about First Call Resolution Process Improvement