First Call Resolution improvement with Evolution FCR

Automated FCR tracking | Real-time tools to address repeat callers

Before we explain exactly what you can do with Evolution FCR, we would like to tell you how easily this solution can be added to your current call center.

For the sake of a high level explanation we are limiting our explanation to include, your ACD, IVR and Agent Pool.

Typical Call Center

Primas solution is composed of 3 elements

1. Primas provided IVR application (Pre Screen). This integrates to our LinkScope CTI Data warehouse and Queue Management Engine

2. Vector configuration changes that can be administered in as little as 20 minutes (Instructions provided by Primas)

3. Primas provided Experience Pop notification client that deploys to the agent desktop

Primas Enhanced Call Center

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:

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.



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