TMCnet LOGIN
Webinars
Call Center Services Featured Article
Enkata Launches New Tool to Measure Agent First Call Resolution
February 10, 2009
First call or contact resolution or FCR has become the yardstick of contact center performance. That is because there are correlations between high FCR, customer satisfaction, and customer retention, and revenues.
Yet while most contact centers preach FCR, Ronald Hildebrandt, founder and senior vice president of marketing at Enkata says too few measure it in their centers, and even fewer still at the most critical point: the agents who are interacting with the customers on their issues.
To help make FCR a reality at the agent level, one that is easily deployable, Enkata now has come up a new tool, the FCR Metric Plug-in. It provides contact centers access to the company's proven FCR algorithm that is used by some of the world's largest organizations with proven accuracy in more than 900 million customer service calls to date. By using the Enkata FCR Metric Plug-in, companies will now be able to manage this important but heretofore difficult to calculate metricwhile leveraging their existing dashboards and reporting.
The FCR Metric Plug-in is delivered hosted on a subscription basis to contact center scorecards and dashboards. It had previously been offered only with the Enkata Manage product which included its own dashboards and reports. Hosting allows for faster implementation and results. Through a secure data transfer, contact centers provide Enkata with call tracking data from a few key systems on a regularly-scheduled basis. Enkata’s system assesses whether calls are repeats or not using the FCR algorithm, and delivers an agent-level FCR metric back to existing reports in a standard format.
The FCR Metric Plug-in service also includes a login to an Enkata Analytics Dashboard, which highlights FCR trends, ranks agents versus peers, and enables drilling to call detail with Enkata's Sequence Replay and Trade, which recreates repeat call sequences across the entire customer experience.
“Organizations can easily implement Enkata's new FCR Metric Plug-in to quickly measure individual agents’ FCR rates and take immediate action to reduce repeat calls and improve customer service, translating to significant cost savings for call centers within a short amount of time, “ explains Hildebrandt. “[Our] typical customers experience significant reductions in repeat calls in the first six months, saving millions of dollars.”
“Organizations can easily implement Enkata's new FCR Metric Plug-in to quickly measure individual agents’ FCR rates and take immediate action to reduce repeat calls and improve customer service, translating to significant cost savings for call centers within a short amount of time, “ explains Hildebrandt. “[Our] typical customers experience significant reductions in repeat calls in the first six months, saving millions of dollars.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Jessica Kostek
More on Call Center Software »
