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First Contact Resolution (FCR) is one of the most important metrics for a contact center because of its strong connection to customer satisfaction, service efficiency, and cost-of-servicing.
Improving FCR requires a data-driven approach to identifying and eliminating bottlenecks while simultaneously enhancing processes. That’s where we come in.
Our advanced analytics-based solutions leverage both structures and unstructured data to identify the root cause of issues and boost FCR through a variety of ways, including digital deflection, and agent training and upskilling.
Repeat call driver assessment: Identify key customer pain points resulting in repeat calls by analyzing historical call data.
Map identified drivers with internal process flow to unearth key internal gaps and inefficiencies.
Deep dive into process flow to resolve key bottlenecks and maximize FCR. Programs include IVR containment, transfer rate reduction, agent upskilling and so on.
Data and analytics to pinpoint key
focus areas
AI-driven hiring and training to recruit and agent empowerment
A powerful ecosystem of infrastructure, tools, and processes to bring it all together seamlessly
Skilled agents, automation, AI, and digital-first support solutions, including our proprietary SupportPredict Self-Serve Platform and Knowledgebase, to personalize experiences and accelerate path to resolution
Over 30 years of CX experience across multiple industries
KPI-driven delivery for consistent and measurable quality and exceptional CX
Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together
End-to-end expertise across hiring, training, operational execution, and workforce management
