Wireless giant changes its call center solution providers, sees FCR and saves improve
Summary: A leading U.S. wireless carrier was splitting some of its call volume between call centers in the Philippines, India, Palestine, and Ohio. But with all four providers, First Contact Resolution (FCR) was an issue. About 25% of the time, customers had to recontact our client to resolve their issue. We helped get that figure down to 10% within 7 months.