First Call Resolution with Evolution FCR

Evolution FCR
  • Improve FCR Processes
  • Retain Customer Loyalty
  • Dynamically Empower Agents

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:

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:

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

Benefits

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