The Primas Group, a provider of contact center services and products, launched Evolution FCR software, a new approach for handling repeat callers and retaining customers; it is a cost-effective and simple solution, with unified steps to process and handle repeat callers. Although First Call Resolution (FCR) is a key measurement of success in the customer contact industry, it can be difficult to achieve because there are so many variables; even the best call centers struggle to overcome them all.
“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,” said Mike Mastro, President of Primas. “This is an approach that customers who demand better service for their continued loyalty want and appreciate.”
Evolution FCR identifies repeat ANIs and provides a different experience when repeat customers are greeted by IVR. It can also eliminate the IVR menus from the repeat callers’ initial experience and transfer them directly to either the agent or the department they selected the last time.
For more information, visit www.primas.net.