First Contact Resolution

Improve first contact resolution with In-gage

First contact resolution refers to the call when an executive is able to resolve a query of a person the first time. FCR is a strong indicator whether a call center is offering service efficiency or not. This helps supervisors to understand the existing gaps in the performance of agents. Based on AI, In-gage Salesforce FCR services have proved as a game changer in customer support operations. Here is why:

1. Optimise agent time:

In-gage Salesforce AI enables organizations to focus on what’s affecting an agent’s ability to resolve a call on the first try, whether it is monitoring for trends in keywords, as well as reactions of clients. This helps agents to channelise their time on the right track. 

2. Reduce customer effort:

In-gage Salesforce first contact resolution service understands the nature of query and caller’s intent & emotions. This makes resolution of queries fast and easy. It provides notifications, cues and other real – time alerts which reduce customers’ efforts. It also empowers customer self – service and gives them access to the relevant knowledge base. 

3. Gather data efficiently:

The success of first call resolution is all about knowing your customers. In -Gage automatic case categorization makes this process streamlined. When a virtual agent interacts with the caller, it stores all the important data from the conversation in the system. This data is further segmented into the basis of demographics or group characteristics. When a person calls up an agent, the probability of solving the query at first becomes high. 

4. Maintain comprehensive caller history:

With In-gage Salesforce AI case categorization, agents can easily access a caller’s past interactions and meet their expectations. Agents have to simply type the customer’s name and the whole information gets displayed in front of the system from the caller’s name to the phone number to an email alongwith service history. This helps an agent to solve a query on the very first call.

5.  Drive automated tasks:

First call resolution depends a lot upon how frequently systems and software are being managed. An AI powered system automates important tasks like – updating call logs, call information and closed inquiries which provides much time to the agents and solve callers’ complaints and queries as on a shorter note.

So, stop the struggle for improving first contact resolution rates. Get in touch with In-gage and witness better customer satisfaction levels. 

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