Call Center Analyses

The best way to Identify, Analyze and Utilize FCR and other call center data. Call Center Analyses, Inc. produces call center productivity analyses that are more comprehensive, more exact and much less costly than standard assessment tools such as qu...

The best way to Identify, Analyze and Utilize FCR and other call center data. Call Center Analyses, Inc. produces call center productivity analyses that are more comprehensive, more exact and much less costly than standard assessment tools such as quality monitoring, customer surveys, speech analytics, call counts from PBX or ANI, et. al. While these tools are common practice in many call centers, they cannot match our comprehensive, precise, detailed analyses and feedback. The core of our work is our proprietary program ACDA¿ (All Contact Data Analyses). ACDA uses ALL of your contact data to produce First Call Resolution (FCR) and other advanced analyses for every rep, customer type, contact reason, time code, work unit or any data. Our FCR calculations are derived by simultaneously analyzing 100% of your call records to determine, unequivocally, if each ca