Enkata FCR (First Contact Resolution) tracks repeat customer contacts and identifies the reasons driving them so you can improve customer loyalty by reducing the effort customers expend to do business with you, and decrease servicing costs by avoiding contacts that should never have happened. Providing actionable insights into repeat contacts requires three critical capabilities:
Visibility across the full chain of repeat contacts lets you identify the original cause, create meaningful metrics to assess individual performance, and develop finely targeted improvement strategies to eliminate future occurrences. Flexibility to handle different types of repeat contact definitions– first contact resolution, first person resolution, and next contact avoidance –lets you decide which strategy works best for your business. The bottom line is that only Enkata gives you repeat contact data that is sufficiently actionable to drive meaningful operational improvements and deliver substantial benefits to your company.
Know with certainty how everyone is performing compared to others.
Compare employee performance with their “true” peers – those with similar knowledge, experience, and work – to identify the top and bottom achievers. Understand in detail where they differ to identify best-practice behaviors to encourage and those to eliminate.
Choose the right repeat contact metric for your business.
Track repeat contacts the way you want – First Contact Resolution, First Person Resolution, Next Contact Avoidance, or any other way. Choose the methodology that best aligns with your business strategy.
Identify who handles which types of contacts most effectively.
Drill down into individual performance by the type of contact handled so you can see which kind they do best – and where they need to focus on improving.
Hold employees accountable for their performance.
Get accurate, reliable, and timely performance metrics. Let employees see where they stand and where they need to focus on improving.
Determine where the company is holding back your employees.
Reveal company process and policy issues leading to repeats with our unique failure point analysis. Determine how they can be revised to remove impediments and improve future results.
Reveal the intent behind every customer contact.
Enkata's call center software automatically determine the reasons why customers contact your business for 100 % of your contacts and across channels with our proprietary, high-accuracy algorithm.
See where customers are seeking answers and how hard it is to find them.
Gain visibility into the entire chain of customer interactions across channels with our complete contact center solution. Understand where customers are looking for answers and reveal bottlenecks that increase customer effort.
