FCR Analysis Snapshot
What Is the FCR Analysis Snapshot?
Primas FCR Analysis Snapshot is a free service that will enable you to
view what your actual FCR percentage rate is for a one week (seven day)
period of time. It can automatically identify key performance metrics that
will give you a basic understanding of where your contact center
benchmarks compared to other contact centers.
At the end of the
seven day collection period Primas will compile the data collected into a
meaningful report. We will send you the report in a few days and the
report will give you a “snapshot” view of your first call resolution
rates:
• Display the overall FCR rate for the entire contact
center.
• Display the top five repeat callers ANI and account number.
• Drill down data on your top five repeat callers.
Why Are We Offering FCR Analysis Snapshot?
Primas is offering this free service because we have learned that many
contact centers have not implemented a first call resolution plan and may
not realize its importance. Repeat calls are costly not only to operations
and the bottom line, but they negatively impact customer satisfaction. The
report will compare your data using an established industry level for a
FCR rates.
How Does FCR Analysis Snapshot Work?
Primas has built
an easy to use video that will enable you to quickly collect the data we
need to process your own FCR Analysis Snapshot reports.
• Complete
the customer application form
• Visit the URL that will be returned to
you in an email
• Follow the instructions on the Web page
It’s that simple. So what are you
waiting for? Get started!