Enkata First Contact Resolution

Improve FCR, Eliminate Repeat Calls and Save Millions

Unnecessary repeat calls cost you millions per year. Enkata’s First Contact Resolution (FCR) is the only proven method to eliminate these repeats, and in turn reduce operating costs, improve customer satisfaction and increase revenue per call.

Enkata is the first and only solution with a proven one, two punch to improve FCR and reduce repeat calls. First, you need an accurate measurement of FCR for 100% of calls (something that surveys and speech analytics do not provide). Second, you need a systematic approach to improve agent performance to eliminate repeat calls.

Enkata’s unique FCR solution delivers a massive ROI by eliminating 20% of your repeat calls in less than 6 months.

Take Action with Enkata First Contact Resolution

Accurately identify repeat calls to track FCR. Enkata’s FCR algorithm detects customer callbacks about the same issue.
Tag every single call. Enkata’s unique FCR algorithm tags every contact, instead of relying on a sample. It uses Enkata's new Activity Tracker technology to capture data from agent desktops during and after calls, without any manual intervention or IT extracts.
Align FCR performance with corporate objectives. Balance FCR and efficiency metrics to increase customer satisfaction and reduce incoming calls.
Empower agents to self-correct. Role-based dashboards show performance compared to peers and targets.
Coach the right employees on the right topics. Automated coaching plans identify the highest priority call reasons with the lowest FCR for every agent.
Quick access to call recordings. Click to call details and recording IDs from any report to find the most coachable call examples.
See a visual map of the customer experience. Sequence Replay™ detects sequences to show you repeat calls in chronological order, including transfers.