First-Call Resolution | Outsourcing Glossary

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Here’s some information you might be interested in…

A Splash of Awesome

During the COVID-19 pandemic, demand for food delivery surged. Read this case study to explore our partnership with a leading last-mile logistics platform—and uncover how we increased headcount by 1,200% and grew one line of business into six!

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Desired Outcomes… Delivered

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Connect your CX channels to ensure a smooth and easy journey for every transaction

Connect your CX channels to ensure a smooth and easy journey for every transaction

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Enhance the marketplace experience and improve outcomes with data-driven insights

Enhance the marketplace experience and improve outcomes with data-driven insights

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Grow your market share by onboarding sellers quickly, easily, and at scale

Grow your market share by onboarding sellers quickly, easily, and at scale

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Results You Can Measure

+129

Increase in headcount in less than three years for a last-mile logistics company

65%

Increase in headcount in less than three years for a last-mile logistics company

348

Increase in headcount in less than three years for a last-mile logistics company

$5.6M

Increase in headcount in less than three years for a last-mile logistics company

200%

Increase in headcount in less than three years for a last-mile logistics company

+137

Increase in headcount in less than three years for a last-mile logistics company

$88M

Increase in headcount in less than three years for a last-mile logistics company

50.1%

Increase in headcount in less than three years for a last-mile logistics company

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First-Call Resolution (FCR)

Dec 17, 2021, 08:22 AM

Title : First-Call Resolution (FCR)

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Summary :

1Viewed as a critical success metric for contact centers, First-Call Resolution, or FCR, refers to the ability to solve a customer’s problem the first time they call—without any follow-up.

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.