Revolutionize Your First Call Resolution

Evolution FCR combines specialized treatment for repeat callers with real-time analytics to dramatically improve customer satisfaction while reducing contact center costs.
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  • Implement in less than a week
  • 30-40% reduction in repeat calls
  • Instant CSAT improvement
Trusted By

Leading enterprises across the globe.

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What Makes Evolution FCR Unique?

A unique holistic approach that focuses on real-time events and, at the same time, lays groundwork for future FCR.

IVR Treatment
Greets repeat calls/interactions with a friendly salutation: "Welcome Back. Would you like to return to the same agent/department?"
Agent Treatment
Greets repeat calls/interactions with greater empathy: "Welcome Back, I see you've contacted us previously..."
Company Treatment
Surveys customers to apologize for inconvenience of having to make repeated contacts and asks for their assistance in describing the cause.
Evolution FCR is an innovative solution that can dramatically improve your contact center's performance while instantly addressing CSAT. It's easy to implement, addressing your FCR initiative in less than a week!

Key Components for Today and for the Future

TODAY
  • Immediately provide specialized treatment for repeat contacts based upon their previous interactions
  • Apply emotional intelligence for the current interaction
  • Capture analytics to determine root causes
FUTURE
  • Fix root issues to achieve a higher FCR rate
  • Continuous improvement through data-driven insights
  • Long-term customer satisfaction enhancement
How Evolution FCR Works

A comprehensive 6-step process that transforms your contact center operations from reactive to proactive customer service.

Monitor & Capture

Monitors CTI and omni-channel interactions to capture and store contacts' phone numbers into a database.

Recognize & Intercept

Upon recognition of a repeated phone number, Evolution FCR intercepts the interaction with specialized repeat contact treatment.

Streamlined Routing

Uses previous interaction for streamlined routing which bypasses standard new caller/interaction treatment.

Lookup & Identification

IVR application looks up previous transaction for identification of prior agent/department.

Skilled Agent Routing

Alternatively routes calls/interaction to more skilled agents for specialized repeat caller treatment.

Experience Tracking

Follows customer journey with "Experience Pop" on agents' desktops that display interaction history.

Additional Features
  • Detailed reports at the DNIS, Skill Set, and Agent level
  • Return to last agent option creates call/interaction continuity and reduces total talk time
  • Post-Contact Survey option provides information to help improve CSAT and overall contact center excellence
< 1 Week
Implementation Time
Why First Contact Resolution?

First contact resolution is one of the most important goals of the customer experience journey – to resolve customers' problems, questions or needs the first time they call, with no follow-up required.

30-40% Call Reduction
Repeat callers typically account for 30%-40% of all incoming contact center calls
3x
Cost Savings
Double or even triple the cost reduction by eliminating repeat caller frustration
Instant CSAT Improvement
Instant customer satisfaction improvement through personalized repeat caller treatment
30%
Performance Boost
Companies measuring FCR for 1+ years report up to 30% performance improvement
Research-Backed Results
According to research by The Ascent Group, 60% of companies that measure FCR for 1+ years, report as much as 30% improvement in their performance. And that doesn't even touch on improvements to the customer experience.
60%
Companies see improvement
30%
Performance boost
1+
Years of measurement
Powerful Analytics & Reporting

Evolution FCR provides comprehensive reporting capabilities to track your first call resolution performance and identify improvement opportunities.

FCR Report
Comprehensive first call resolution metrics and trends
Repeat Call Report
Detailed analysis of repeat caller patterns and causes
Total Call Report
Complete call volume and performance analytics
Repeat Call Percentage
Track percentage of repeat calls over time
Integration

Connect with tools you already use.

Frequently Asked Questions

Get answers about our consultation services.

Learn more about our services, the implementation process, and how we can work with your existing systems.

It monitors CTI and omni-channel interactions, storing identifiers (like phone numbers) in a database and intercepting interactions when repeats are recognized.

The system intercepts the interaction and applies specialized treatment—IVR greetings, agent prompts with context, routing continuity to the last agent/department, or routing to expert agents.

By bypassing standard new-caller flows and supplying agents with prior interaction context, agents avoid repeated questioning and can resolve calls faster.

Agents receive an “Experience Pop” showing prior interactions and suggested empathetic language and actions to speed resolution.

CTI, omni-channel platforms, CRM systems, and existing IVR/ACD infrastructures for both real-time handling and reporting.

Minimal changes—agents receive contextual Experience Pops and suggested scripts; routing continuity reduces their workload rather than adding steps.

30-Minute Free Consultation.
No obligations.

On your call, you’ll discover how you can use AI customer service to:

  • Increase efficiency with intelligent automation
  • Enhance your digital CX across channels
  • Empower your human agents with AI-powered assistance
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Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you

Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you