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Home > Products > Contact Resolution > First Contact Resolution

Improve FCR, Eliminate Repeat
Contacts and Save Millions

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"With Enkata, we reduced repeats calls by 350,000 per month. Payback was in less than1 year."
SVP Operations, Leading Credit Card Services Company

First Contact Resolution

Reduce contact volumes by 20 to 30 percent in 12 months.
Cut operating costs by up to 25 percent.
Improve customer satisfaction. Boost customer retention by 3 to 5 percent.

Enkata’s First Contact Resolution (FCR) solution is a proven operational approach to systematically eliminate repeat contacts.   The system identifies CSRs causing the majority of repeat contacts and identifies process and policy issues at the root of repeat contacts.    Reduce operating costs, improve customer satisfaction, and increase revenue per contact.

Eliminate repeat contacts with Enkata’s first call resolution solutions.
A global financial services customer reduced repeat calls at an annualized rate of $3 million.

2 Clicks Away from Micro-Targeted Coaching and Training Opportunities

Enkata’s Next Best Action Framework compares CSR performance against their peers. It’s the only system to identify the 10 to 20 percent of CSRs causing the majority of repeat contacts. To systematically target agents for coaching to improve behaviors that cause repeat contacts.  And to quickly identify process failure points as the root cause of repeat contacts. 

Enkata’s FCR algorithm detects when customers contact the business about the same issue. Unlike other approaches or home grown solutions, Enkata’s algorithms take into account a host of variables including same person contacting from a different phone number or channel, different individuals contacting about the same issue, time frame of repeats based on the type of contact, etc.
Unique first contact resolution algorithm tags 100 percent of contacts. Enkata captures and correlates data from multiple sources including speech analytics data, satisfaction surveys, direct from the CSR desktop, direct from other sources such as the phone switch.
Role-based dashboards show performance compared to peers and targets against each trusted contact reason.
Automated coaching plans identify the highest priority contact reasons with the lowest FCR for every agent.
Click to contact details and recording IDs from any report to find the most coachable contact examples.
Sequence Replay™ assembles the customer contact sequences to show you repeat contacts − web, email, chat, social media, calls in chronological order including IVR activity and transfers.

Enkata’s exclusive contact reasoning engine and algorithm-based approach is the only system to accurately measure FCR for 100 percent of contacts. Enkata’s Next Best Action Framework compares CSR performance against their peers.   It’s the only system to identify the 10 to 20 percent of CSRs causing the majority of repeat contacts.   And to systematically target agents for coaching to improve behaviors that cause repeat contacts. 

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