First Call Resolution Service

Resolutions made here

Virtual Observer’s “First Call Resolution” service is a server-based feature enabling contact centers to focus on an important Key Performance Indicator using their specific interpretation.

First Contact Resolution (FCR) is a common Key Performance Indicator (KPI) in contact centers. Resolving customer issues on first interaction is paramount to quality customer service, reduced costs and ultimately an improved bottom line.

Given ACD data such as Agent State Changes and Computer Telephony Integrated (CTI) metadata for enhanced data points, the system is capable of detecting repeat interactions, and ultimately, FCR. Customers can create business rules and alarms to detect and notify supervisors of customer interactions that could be classified as repeat contacts.

With the power of WFO and the FCR Service, this task is handled effortlessly. The FCR Service allows for contact center managers to program it using any piece of data captured from the environment. This can be via claim number, case number, ticket number, customer number, account number, process id, or even un-mapped basic telephony information such as caller id, extension, agent or even date and time.

Another VO service, “The Evaluation Assignment Service”, can be configured to automatically assign all interactions flagged for FCR to the next available evaluator. Evaluations performed on those repeat interactions generate scores which propel the system to automatically push the proper learning materials to the agents.

Virtual Observer can also extend FCR through the Speech Analytics feature set to harness the power of the spoken word to uncover repeat interactions.

Virtual Observer’s “FCR Services” with speech analytics can look for any number of configurable words and phrases to determine repeat contacts, such as, “I’ve called before”, “I’m calling back”, “This is the nth time I’ve called”, and many more.

What Our Customers Are Saying...

“We utilize the Speech Analytics features, which has really paid off for us so far.  The ability to search by key words has eliminated the hunt and peck method we used previously.  One of the other features we love is the screen capture and live desktop monitoring that enhances coaching and praise opportunities. I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!”

‐ Kara Fitzgerald
Logix Federal Credit Union