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First Call Resolu­tion Forecast

Successful at the first attempt - data-based, precise, effec­tive

FCR Forecast: The key to satis­fied custo­mers and efficient service processes

Every additional call costs time, resources and nerves – for your custo­mers as well as for your team. First call resolu­tion (FCR) is one of the decisive KPIs for customer satis­fac­tion, effici­ency and cost control in the service sector. Our solution predicts with high accuracy how likely it is that a request can be resolved on the first contact – based on your histo­rical data and with the help of AI.

This allows you to identify poten­tial for impro­ve­ment in processes, quali­fi­ca­tions, routings or knowledge databases – before unneces­sary follow-up contacts arise. The result: better availa­bi­lity, optimized service quality and targeted use of resources.
Higher resolu­tion rate, fewer queries, greater effici­ency

First Call Resolu­tion Forecast – your solution for optimi­zing support and service processes.

Use data-based insights to sustain­ably increase your FCR and retain custo­mers in the long term.

Data-driven FCR analysis

We analyze your service processes, tickets and call data to identify factors influen­cing the first-time resolu­tion rate.

Predic­tive models with machine learning

Our algorithms predict the FCR proba­bi­lity for various concerns, customer or agent profiles.

KPI dashboards & fields of action

You will receive specific tips on where coaching, process adapt­a­tion or technical enablement can improve FCR.

Integra­tion in forecas­ting & workforce manage­ment

Use FCR forecasts for better workforce planning, escala­tion avoid­ance and quality control.

At a glance

Your advan­tages with FCR Forecast

Increase customer satis­fac­tion

Solve more issues on the first contact – without queues, callbacks or escala­tions.

Reduce service costs

Reduce follow-up contacts and relieve your team – effici­ently and measur­ably.

Managing coaching in a more targeted way

Identify training needs for indivi­dual agents, topics or processes.

Conti­nuously improve processes

Recognize struc­tural causes for repeated requests – and syste­ma­ti­cally elimi­nate them.

Trans­pa­rency & controll­a­bi­lity

Actively measure and influence FCR – with clear KPIs and predic­tive insights.

Support

How we support you with the intro­duc­tion of FCR forecasts

Data model:ing & analysis of your service history

We integrate tickets, CRM data, call histo­ries and feedback - in a struc­tured and data protec­tion-compliant manner.

Interested?

Let's work together to make your first-time fix rate trans­pa­rent and predic­table.
Request now

Model training & valida­tion

Our algorithms learn from your histo­rical data and constantly adapt to new patterns.

Curious?

Experi­ence how precisely FCR can be predicted - and improved.
Make an appoint­ment

Dashboards & Alerts

Receive live forecasts and indica­tions of FCR-critical issues - e.g. by time, channel or customer segment.

Convinced?

Start with a use case in support - with high impact and little effort.
Get in touch with us

Support & conti­nuous expan­sion

We develop your FCR system further - with feedback loops, target value control and success analysis.

Find out more?

Take your service quality to a new level - with predic­tive control of your FCR.
To the project inquiry
Project request

Right first time – for customer experi­ence, effici­ency and quality.

Our solution for first call resolu­tion forecas­ting makes your service smarter and more measurable. Get a non-binding consul­ta­tion now!

m2hycon - Michael Mederer

Dr. Michael Mederer

Chief Execu­tive Officer

Contact us:

Dr. Michael Mederer
Chief Execu­tive Officer
ed.no1768388504cyh2m1768388504@mm1768388504
+49 (0) 40 – 369 397 93

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Projektanfrage

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Project request

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