Request Information

Request Information

or Call 1.877.459.4347

What is First Call Resolution?

April 8, 2018 / Evolve IP First call resolution has a significant impact on customer satisfaction. People value efficient service very highly in their rating of a company, and resolving a call on the first phone-in will go a long way to improving that rating as well as your company’s brand and reputation.By training your call center agents to get it right first time, customers are likely to keep coming back. First call resolution not only has an impact on customer satisfaction but on customer retention as well.There are several ways you can improve first call resolution in your call center:

1. Promote Total Contact Ownership

Total contact ownership is a concept that requires sufficient training of your agents that makes them unlikely to reroute the call and pass the problem or query onto another agent. Having explained their issue to one agent, customers dislike being rerouted and having to explain it all again to someone else.

Total contact ownership encourages agents to take responsibility for resolving the initial call from start to finish. This may mean having to collaborate with more knowledgeable agents to get the correct answer, but the frontline agent stays in the picture and remains connected with the customer. Customers do not feel that they have been passed from pillar to post even though they are put on hold for a while, which increases your customer satisfaction.


2. Implement IVR and Skills-based Call Routing

An Interactive Voice Response (IVR) system is designed to gather enough information on a customer’s needs right at the front-end of the call so that it can be routed to the sector of your call center that is best qualified to deal with that issue. This eliminates customer frustration at being transferred from one department to another.

Skills-based call routing works closely with your IVR system. Through a system of sub-menus, the nature of a call can be pinpointed even further and routed to an agent that is specifically qualified or trained to resolve it without the need for assistance.


3. Implement Broad-based Training for Call Center Agents

To increase the chances of your customers being assisted successfully on the first call, your agents should be trained to have a broad base of knowledge to be able to answer any query or resolve any issue. The more training the agent receives, the more knowledgeable and confident they become when dealing with customers.

Customers need to get the feeling that the information they’re being given is correct. Any lack of confidence on the part of your agent will be picked up by the customer, which may result in them disbelieving the communication and going elsewhere to resolve their issue.


4. Reward Agent Performance

Foster a culture of first call resolution in your call center. Firstly, your agents should be trained in the importance of resolving an issue on the first call and how it impacts company reputation, customer satisfaction and ultimately job retention through company growth.

Implement an agent reward program for first call resolution. Most employees crave recognition for a job well done. A reward program will fulfill this need and instill an element of healthy competition among your call center agents.


5. Create an Online Knowledge Base

Another way in which you can improve your first call resolution is to identify common customer queries and concerns. By posting the answers to these in an online knowledge base, customers can be encouraged to access the internet to resolve their issues without having to wait in line on a phone call.

This action will reduce your call volumes and customer waiting time. Your agents can then be given broad-based training that will enable them to deal with most concerns at first call.


6. Encourage Feedback from Agents

Call center management can only be improved by knowing what’s happening on the ground. Your agents should be encouraged to provide feedback on customer queries and concerns that keep recurring. This may enable you to identify issues that need to be included in your online knowledge base to assist customers without the need for a call.

Any call center management system should be flexible enough to facilitate changes in operation. Agents in one specialty sector of your call center may consistently be getting calls that are not within their ability to resolve. This results in unnecessary call rerouting and customer frustration. By encouraging agent feedback, you may highlight the need to change the routing configuration of your call management system software.


7. Conduct Call Analytics

Analysis of calls will help you to identify many issues that need to be resolved. These may involve a re-design of the call handling capabilities of your call center management system or highlight the need for further staff training.

Call analytics helps you to debug your system. Data can be derived from various sources, including agents, call logs, call recordings and customer survey responses. Ongoing data analysis will pick up any inefficiencies in your system, highlight knowledge gaps and identify training opportunities.


8. Install Sophisticated Call Center Software

A call center management system is only as good as the software enables it to be. Install call center software that:

• Incorporates skills-based routing. This enables a call to be routed to the right department for resolution.

• Has the capability to automate ticket generation and the updating of information. Accurate, real-time information about callers will help your agents to resolve concerns the first time.

• Provides a history of a repeat caller that pops up on an agent’s screen when the call is answered. This proactive step will help the agent to understand the historical issues that the customer has raised and facilitated a faster, more skillful and more professional response.

9. Configure Your Support Structure Correctly

If calls cannot be solved by your frontline agents, it is essential that you configure your support structure so that any escalated call is sent to the right department. It may not be cost-effective to train your frontline agents to deal adequately with every call that comes in off their own bat.

Your frontline call center agents may only be skilled enough to handle basic issues. It is important that you have a streamlined support structure in place that enables agents to communicate with other personnel who are more skilled at solving specific concerns.

The importance of first call resolution cannot be overemphasized. If customers have to repeatedly call in to resolve an issue they become increasingly frustrated. This leads to customer dissatisfaction, loss of business and potential damage to your company’s reputation.

Categories: Call Center
Recommended For You
The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

What Our Clients Say
  • "Yesterday was, perhaps, my busiest day of client interaction either by phone or email since I have been a PM, and I don’t think any of my clients knew I was working from home unless I told them. I was also able to do trades behind the scene and interact with my team. So, for me, the technology has been working great. As an old guy, I am constantly dazzled by technology in general, but being able to do this stuff from home is amazing!"

    James C. Hunter, CFA, CFP, AIF, Senior Portfolio Manager, Principal

  • "Hey, IT people, As I’m working away in my home office, I just wanted to say thanks to you for all you’re doing, and have done in the past, to make it possible for us to run our company virtually. Not many of us JICers have jobs that everyone in the firm sees and could stop us from doing business. But you have this job, and do it well. Thank you for having the foresight and wisdom to get us in a position to succeed in a pandemic! You’re awesome."

    Michael D. Barnes, Esq., CTFA President, Principal

  • “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    - Ken Schultz, CIO Ogletree Deakins

    Watch Testimonial

  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

    Watch Testimonial

  • "Evolve IP has been a vendor partner that has grown with us, that has helped us, and that you know stands by us and stands by their word."

    Watch Testimonial

What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.


We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.


Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.


The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.


While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.


Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.


Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype,, YouTube, Palo Alto Networks and eBay would change the way we live and work.


Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

Latest Press Releases

Evolve IP Enhances Its Microsoft Teams and Cisco Voice Direct Routing Platform
September 22, 2020 / Evolve IP
Evolve IP announced that it has integrated SMS business messaging and voice recording with AI speech analytics into its Microsoft Teams direct routing platform.
Evolve IP Integrates Business Messaging Into Microsoft Teams; Enhances Microsoft’s Direct Routing Solution
September 17, 2020 / Evolve IP
Evolve IP® announced that it has launched a fully-integrated SMS / business messaging platform for its Microsoft Teams Direct Routing solution.
Evolve IP® Named For Eighth Time to the Inc. 5000 List of Fastest-Growing Private Companies
August 12, 2020 / Evolve IP
Evolve IP®, the world's leading provider of Work Anywhere™ solutions, today announced that it has been named to the Inc. 5000 for the 8th time since 2012.
Evolve IP Delivers World’s Only Omnichannel Contact Center Integrated with Microsoft Teams and Virtual Workspaces
August 5, 2020 / Evolve IP
Evolve IP®, the world's leading provider of Work Anywhere™ solutions; today announced that it has integrated the omnichannel Evolve Contact Suite with Microsoft Teams and the company's virtual Workspaces...
View More

Contact Us

or Call 1.877.459.4347