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First Call Resolution with Evolution FCR
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The Challenge
No matter what industry your contact center supports there will always be a time when unplanned events occur that are not exactly according to plan. An un-announced sale, end of month billing changes, product updates, weather events, you never know what to expect. Your big concern is giving your customer’s the best service you can under any circumstance. How do you handle unexpected longer-than-usual hold times or inadequate staffing to cover an unplanned event? When customers wait on hold too long a typical response is to hang up and call back again. Now you have an issue with abandoned calls and repeat callers. Primas can help with Evolution FCR and virtual call back technology with Primas FreedomQ.
First Call Resolution (FCR) is a key measurement of success in the customer contact industry. Attaining 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.
Answer for yourself, these important questions:
- 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…
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
- Reduces total talk time identifying excessive repeat callers for unique handling
- Retains customer loyalty enhancing the overall experience
- Dynamically improves and empowers the agent’s second call treatment ability
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
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Learn more about First Call Resolution Process Improvement