CallCenterAnalyses Information

Call Center Analyses, Inc. (CCA) produces call center productivity assessments that are more comprehensive, more exact and much less costly than assessment tools and programs being used in most of today’s call centers. The centerpiece of our work is our proprietary program ACDA™ (All Contact Data Analysis). 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 analyzing 100% of your call records simultaneously, to determine, unequivocally, if each call did or did not precipitate a repeat call for the same customer, for the same reason, within a contact-specific timeframe. Standard FCR assessment tools such as quality monitoring, customer surveys, et. al., cannot match ACDA's comprehensive, precise, detailed analyses.