A Leading Internet Service Provider Improved FCR Rate by Up to 5% with R Systems Analytics R SYSTEMS ANALYTICS CASE STUDY ADVANCED ANALYTICS www.rsystems.comThe client is one of the largest UK-based Internet Service Providers (ISPs). Observing frequent erratic spikes in the call volume and after having conducted several unsuccessful quality initiatives, the client wanted to diagnose the root causes of this repeat calls. The quality initiatives helped the client to evaluate the eectiveness of FCR improvement campaign but still could not reveal the key drivers of repeat calls by customers. To improve the overall FCR performance the client was seeking some deeper and actionable insights. FCR is directly connected with customer satisfaction and loyalty. Its poor

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