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TEP’s Tracking, Training, and Intentionality Result in 96% FCR Rate

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Tucson Electric Power (TEP) has achieved a notably high first-call resolution (FCR) rate within its contact center, a feat credited to well-trained universal agents, ongoing measurement, and improvement initiatives. At TEP, FCR is a consistent work-in-progress as the utility monitors not only individual interactions but also overall monthly data, to identify and act upon opportunities to enhance customers’ contact center experience.

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call center contact center Customer Data Analytics customer experience customer feedback FCR

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