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NEWS RELEASE
Primas Launches Creative Solution Addressing First Call Resolution Issues
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Real-time Application Offers Second Call Treatment Options for Customer Satisfaction and Retention
Huntington
Beach, CA (PRWEB) June 16, 2010 --
The Primas Group, a leading
provider of contact center services and products announced today the
launch of Evolution FCR™ software, a new approach for handling repeat
callers and retaining customers.
First Call Resolution (FCR)
is a key measurement of success in the customer contact industry. One key
fact is that FCR can be difficult to achieve because there are so many
variables that even the best organized customer call centers struggle to
overcome.
Primas can help with
Evolution FCR, a cost effective and simple
solution to handle repeat callers. Easy to implement, Evolution FCR has
five unified steps to process and handle repeat callers. The solution can
even be customized to meet specific contact center needs.
“Our goal is to
offer beneficial, relevant products and services for today’s sophisticated
contact centers,” said Mike Mastro, President of Primas. “Providing
Evolution FCR lets our clients give their customers a high touch, personal
experience, almost like being remembered at your favorite neighborhood
store, when for whatever reason, they have to call back into your center.
This is an approach that customers who demand better service for their
continued loyalty want and appreciate.”
Evolution FCR
identifies repeat ANI’s and provides a different experience when repeat
customers are greeted in the IVR. It can also eliminate the IVR menus from
the repeat caller’s initial experience and transfer them directly to
either the agent or the department they selected the last time. The agent
is provided with a
real-time pop-up window so they can understand the caller’s
previous experiences and dynamically apply second call treatment. After
the call is completed an immediate callback to do a quick survey can be
initiated.
Upon completion
of the survey, management now has the tools to separate the repeat callers
into two profiles: 1) Call types that will always require repeat calls and
therefore would appreciate the streamlined process, and 2) First Call
Resolution improvements. These are the calls that should have been handled
on the first call but somewhere in the existing process there are
improvements that need to be addressed.
Visit Primas
and learn more about Evolution FCR and other Primas products and services
at Call Center Week, Booth #J, Las Vegas, Nevada, June 16, 2010.
About Primas
Primas is a leading contact center products and professional
services company designing and implementing multi-platform data
integrations and solutions for over 15 years. Our OEM expertise leverages
and enhances legacy infrastructure and assists with cost effective, new
and migratory planning focusing on CTI, IVR and speech application
development and implementation. For more information please visit
primas.net or call 888-477-4627.
Media
Inquiries:
Hank Groman
714-901-2721
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