Improving First Contact Resolution (FCR) In An 800 Seat Call Center
Improving First Contact Resolution (FCR) In An 800 Seat Call Center
2 Pages“ “ Improving First Contact Resolution (FCR) in an 800 seat call center Case Study www.zoomint.com Customer Quote We managed to increase FCR in several groups of calls. In some of them, the increase was up to 18%. [In total], we increased FCR by 1.5%–1.7% after implementing ZOOM SpeechREC. FCR is a very important KPI for us and we considered [this increase] to be a good result…we plan to continue [to improve]. Igor Buranov Head of Dista
