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Repeat Calls Cost More Than You Think

Unnecessary repeat calls mean millions of wasted dollars on up to 40% of your incoming calls. The resulting low customer satisfaction and lost sales opportunities cost you even more. Focusing on First Call Resolution (FCR) provides a balanced view of your contact center’s overall performance.

Reliable measurement of FCR is challenging because most companies rely on a sample of post-contact surveys to identify repeats. But surveys can’t give guidance on which agent to coach or which processes to fix.

You need a solution that covers 100 percent of your calls and accurately distinguishes a new call from a repeat. You need a solution that shows you what causes your repeat calls and how to eliminate them. You need Enkata’s products for improving First Call Resolution.

Eliminate Repeat Calls

Enkata’s FCR solutions identify the call types, agents and channels that have the highest repeat call rates and provide a repeatable, consistent method to improve FCR. Enkata is the first and only solution proven to reduce repeat calls. Based on a sophisticated sequence detection algorithm, Enkata’s integrated performance management and analytics solutions give you the tools you need to promote agent self-correction, coach underperforming agents with facts-based feedback, and fix process and policy issues causing callbacks. Our products:

  • Reduce unwanted repeat calls by 20-30 percent in 12 months.
  • Cut operating costs by up to 25 percent.
  • Boost customer retention by 3-5 percent.
  • Start reducing repeat calls within 60 days with Rapid Next Call Avoidance.

Enkata's Integrated Product Line Includes:

Want to boost your FCR rate? Request a demonstration of the Enkata integrated product line to see how.