First Call Resolution Improvement | OnviSource

Excella Center™

Improve First Call Resolution with Call Recording, Screen Capture and Speech Analytics

No matter how well operations and processes are managed, every contact center gets repeat calls. Industry reports show that only 65% of inbound calls are resolved on the first call. That means 35% of customers are forced to call back, sometimes more than twice. Many customers will simply abandon the call altogether, resulting in lost revenues, brand erosion, and lost customers.

Repeat callers and the issue of FCR is so important because multiple calls for the same reason account for up to 15% of a contact center's annual budget.

  • Automation of speech analytics can weed out only the recordings that require review

  • Screen capture and speech analytics can identify compliance or workflow issues

  • Data can be extracted, organized and used to score and evaluate agents and staff

  • Create effective, focused training programs and next-best-action scenarios

  • Discover customer sentiment and root causes of customer dissatisfaction

Capture and Analyze 100% of Your Customer Interactions 

Call Recording - record 100% of voice interactions; monitor calls

Screen Capture – simultaneously record 100% of screen activity and calls; monitor workflow
Quality Assurance - measure essential steps, performance and score agents
Speech Analytics - monitor and mine 100% of recorded phone interactions quickly, accurately and reliably for desired words and phrases; phonetic audio mining engine

Excella Center offers a virtual gold mine of data that can be utilized to directly address your challenges including conversations, words, phrases, screen data and other pieces of information from customer interactions.

Optional Modules:

Workforce Management – front and back office staff forecasting, scheduling and capabilities such as multichannel analysis, schedule adherence and performance, exception reports, employee web-based portal, and much more.

Operation Continuity - Back-up, replication, recovery, redundancy, load balancing with data-media management, security, user administration, local and remote location support from a centralized console.

Still not convinced? 

If you are not using call recording or even if you have call recording from another vendor, our Excella Center Solution easily facilitates the deployment of automation and AI-driven analytics in your enterprise.

Implementing a analytics solution may seem daunting. That’s why we offer the Advantage Program to assist you every step of the way in justifying and selecting the right solution for your needs, implementing it, and continue working to support your future requirements.